Creating a schedule with operating hours (Advanced and Premium) Follow

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    Joel Hellman (Edited )

    So, what happens on a chat that was requested during operator hours, but operator hours were passed and that chat is still waiting to be served? Will the offline form automatically display or will that chat be left open for agents to serve? 

    UPDATE: for anyone reading this, Zendesk Chat support told me that the chat offline form will only automatically pop up (replacing "the waiting to be served") for those customers that have initiated a chat request within operating hours but were still waiting to be served by agents after operating hours have ended, if all agent either have their status to Invisible or have logged out of Zendesk Chat.

    So, if you have 10 customers still waiting to be served after your operating hours have ended, you have the option to either serve them (no new requests will come in at this point, since your operating hours prevents this), or to have all your agents go invisible/log off, which will force the chat widget to display the contact form to any customer still waiting to be served.

    Note that having your agents go invisible won't prevent them from completing any ongoing chats. 

    If you choose to not "clean up" any requests waiting to be served after your operating hours have ended, you might want to complement this with a time based trigger message that sends a friendly message some time before the end of your operating hours, informing any customers requesting a chat but still waiting to be served that chat will soon close, and the customer will get a contact form option instead (if you have the offline form enabled of course). 

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