Automatically Disable Live Chat After Business Hours

SmarterTrack > Server Configuration and Management
This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 14.x and earlier.

SmarterTools recommends disabling live chat outside of business hours. This prevents customers from initiating live chats during non-business hours, thereby preventing unanswered live chats from filling the queue during this time if an agent happens to remain active.

Set business hours for a department

Follow these steps to configure the business hours that live chats will be available:
  1. Log into the SmarterTrack management interface as a system administrator.
  2. Select Settings from the navigation icon.
  3. Click Departments. A list of available Departments will be displayed.
  4. Select the Department and click the Edit button. (Alternatively you can double click the Department name.)
  5. Click on 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. Once business hours are set, click OK.
  9. Repeat steps 6-8 for each business day.
  10. Holidays also are considered outside of business hours. To configure holidays in which business hours will be closed, click the Holidays tab. Then use the Add button to input standard business days in which you will be closed. 
Disable live chats outside of business hours
Follow these steps to disable live chats outside of business hours:
  1. Log into the SmarterTrack management interface as a system administrator.
  2. Select Settings from the navigation icon.
  3. Click Live Chat.
  4. Click on the Options tab and checkmark the box for Disallow new chats outside of business hours.
  5. Click the Save button.
Outside of the business hours and on the holidays that are configured for the department, your live chat link will now be shown as offline or be hidden, depending on your live chat link settings. 

 

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

Article ID: 2504, , Modified: 7/25/2024 at 8:47 AM

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