Business hours provide greater control over Service Level Agreements (SLAs) in your Live Agent feature by defining the specific times during which support is available. This allows you to accurately calculate response and resolution times, ensuring that chats/conversations are addressed within the agreed-upon timeframes. By setting business hours, you can manage customer expectations more effectively, as customers will have a clear understanding of when chat support is available and when their issues are likely to be resolved. This helps in prioritizing the conversations, optimizing resource allocation, and maintaining a high level of customer satisfaction.
Enable Business Hours
To turn on your default Business Hours:
- As an admin, go to Admin > Configure > Business Hours.
- Toggle the "Default Business Hour" switch to 'On'.
- The default Business Hours will be applied for your Freshchat account.
Edit business Hours
To edit your Business Hours in the Live Agent chat feature, follow these steps:
- Click on the three dots next to the enable button to open the business hours settings.
- Change the time zone to the one your business operates in.
- Choose the days of the week and the hours during the day that your team will be available to engage with your customers. You can also add multiple working slots for a day and the gaps between the two slots will be considered as your team being outside your business hours.
- Enter the Away Message which will be sent to customers if they reach out to you outside your business hours.
- Click on “Save” to update the changes.
