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, thereby preventing unanswered live chats from filling the queue during this time if an agent happens to remain active.

Applies to SmarterTrack 11.x-12.x

Set business hours for a department
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 on the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click on Departments.
  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. 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 on the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click on Live Chat.
  5. Click on the Options tab and checkmark the box for Disallow new chats outside of business hours.
  6. Click Save.

Outside of the business hours configured for the department, your live chat link will now be shown as offline or be hidden, depending on your live chat link settings. 
 

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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