Automatically Disable Live Chat After Business Hours

SmarterTools recommends disabling live chat outside of business hours. This prevents customers from initiating live chats during non-business hours and prevents unanswered live chats from filling the queue during this time if an agent stays active.

Applies to SmarterTrack 11.x-12.x

Set business hours for a brand
Follow these steps to configure the business hours that live chats will be available:
  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Brands.
  5. Click the Business Hours tab in the content pane.
  6. Select the desired day of the week and click Edit.
  7. Define the start and end times of the selected business day.
  8. Click OK.
  9. Repeat steps 6-8 for each business day.
Disable live chats outside of business hours
Follow these steps to disable live chats outside of business hours:
  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Live Chat.
  5. Click the Options tab and select the box for Disallow new chats outside of business hours.
  6. Click Save.

Applies to SmarterTrack 7.x - 10.x

Follow these steps to configure SmarterTrack so that live chats cannot be initiated after business hours:

  1. Log in to SmarterTrack as a system administrator.
  2. Click Management Interface in the portal.
  3. Click the settings icon.
  4. Expand the System Settings and Setup folders in the navigation pane.
  5. Click Business Hours.
  6. Select the desired day of the week and click Edit.
  7. Define the start and end times of the selected business day.
  8. Click OK.
  9. Repeat steps 6-8 for each business day.
  10. Expand the Live Chats folder in the navigation pane.
  11. Click Live Chat Settings.
  12. Click the Options tab and select the Disable live chat outside of business hours checkbox.
  13. Click Save.

 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

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