Settings
The Settings area lets you tailor LiveChat functionality to your team’s workflow.
Service Hours
The Service Hours configuration allows you to define when your team is available for live chat support. For each day of the week, you can activate or deactivate service by toggling the corresponding switch. Once a day is enabled, you can specify the exact time range during which operators will be available—for example, from 08:00 to 17:00. If your team operates in multiple shifts, you can add additional time blocks using the "+" button, ensuring that all operational hours are accurately reflected. Each time block can be edited or removed individually. This provides flexibility in adjusting schedules without disrupting the entire configuration.
Out of service hours message
In addition to setting active hours, this section also allows you to define an Out-of-Hours Message, which will be automatically displayed to users who initiate a chat outside the defined service window. This message helps manage expectations by clearly communicating when support will next be available. For example, you might use a message such as “Our operators are currently offline. We will be available again at 08:00 on the next business day.”
No Operator available
You can configure fallback messages to be displayed when no operator is available to take incoming chats. These messages are shown automatically during times of peak demand or limited availability—for example, when all operators are currently busy. A typical fallback message might read: “All our operators are currently assisting other users. Please try again shortly.” This ensures users are informed about the situation and helps manage their expectations while waiting.
Out of Service times
The Out of Service Times section allows you to define specific dates and time periods during which your support team will not be available, such as on public holidays, during internal training sessions, or planned maintenance windows. This ensures users are informed when live chat support is temporarily unavailable. To configure an out-of-service time, go to the Settings menu and open the Out of Service Times panel. Start by selecting the desired date using the calendar icon. Then, define the exact time range by setting the start and end times. Once the date and time are configured, you can enter a custom message that will be displayed to users during the specified period. You can add multiple out-of-service periods as needed by clicking the Add button. If a configured entry is no longer required, it can be removed using the delete (trash) icon. This feature helps maintain clear communication with users and ensures a smooth support experience, even during planned downtime.
Release inactive chat
This setting automatically reassigns a conversation if the assigned operator is inactive for a defined period. You can set the timeout in seconds and define the message the user will see when their chat is forwarded—for example, “The operator is currently unavailable. We’re transferring your chat to another available team member.” You can enable or disable the Release Inactive Chat feature using the toggle switch at the bottom of the panel.
Conversation inactivity timeout
This setting automatically closes a live chat conversation once it has been inactive for a defined period. When the timeout is reached, the assigned operator is released from the conversation. If you have configured a flow to run when a live chat ends, that flow is triggered automatically—exactly as it would be if the operator had ended the chat manually. You can set the timeout in minutes and enable or disable the feature using the toggle switch.
Please note that the inactivity timer does not start when an operator is assigned to a conversation. It only starts once the operator is actively handling the chat—that is, after the first message has been sent—and it is reset every time a new message is exchanged. As a result, a chat that has just been assigned to an operator, but in which no message has yet been sent, will not be closed by this timeout.
In queue Messages
The In-Queue Messages feature allows you to configure automated messages that are sent to users while they wait in the conversation queue. It is especially useful for keeping users informed during high-traffic periods and improving the overall chat experience. To set up a message, enter the text you want users to receive and define the time (in seconds) after which the message should appear. You can add multiple in-queue messages at different intervals using the Add button. Each message can be edited or deleted as needed.
Queue limitations
The Queue Limitations setting allows you to cap the number of users waiting in the chat queue. Once the limit is reached, new users will receive a custom message—for example, “All our operators are currently busy. Please try again later.” Set the maximum queue size and define the message users should see when the limit is exceeded. Use the toggle to enable or disable this feature.
Maximum conversation slots
This setting defines the maximum number of chats an operator can handle simultaneously. For example, if set to 3, the system will assign up to three active conversations to each available operator. Once the limit is reached, no additional chats will be routed to that operator until one of the current conversations is closed or reassigned.
Waiting time benchmark
The Waiting Time Benchmark defines the target response time for incoming chats, measured in seconds. This value serves as a reference for evaluating operator responsiveness in reports. For example, if set to 30 seconds, any chat picked up within that time is considered to have met the benchmark. This helps monitor and improve service level performance.
Operator tab
The Operator tab allows you to configure settings for each operator individually. Select an operator to define their personal maximum number of simultaneous chats, independent of the global limit. You can also assign a priority to each operator. Operators with a higher priority will receive more incoming chats than those with a lower priority.