Conversations Business hours and replies
Business hours and replies
Set when your team is available and save replies you use often.
These settings are under Tools → Hours and replies.
Business hours
- Turn it onSwitch on Use business hours and choose your timezone.
- Set your weekEnter opening and closing times per day, or tick Closed.
- Write the offline messageThe Message when offline (up to 300 characters) tells customers when you're back. Write
{opens}to insert the next opening time automatically.
The assistant keeps answering around the clock. Business hours only decide when customers are told a person is available.
Handing chats back
When a team member takes over a chat and then stops replying, the assistant takes the chat back after a set time, between 1 and 240 minutes. Choose what suits your team.
Saved replies
Save answers your team sends often. Each has a Title, a Shortcut, and the Message. In the live inbox, type / to pick one.
Messages can include placeholders that fill in automatically:
| Placeholder | Becomes |
|---|---|
{agent} | Your name |
{bot} | The assistant's name |
{page} | The page the customer is on |
{contact} | The customer's contact details |
Response times
See how quickly your team replies over the last 30 days: number of tickets, median first reply, the slowest 10%, and how many are still waiting.