Live Chat Settings
Configure behavior specific to the Live Chat experience from Settings > Live Chat.
Available Settings
| Setting | Description |
|---|---|
| Business Hours Routing | Enable/disable routing based on shift schedules. When enabled, conversations are only assigned to agents who are currently on shift. |
| Ticking System | Enable ticket-based conversation management. When on, conversations appear in “My tickets” and “All tickets” tabs in the inbox. |
| Auto-close Timer | Set how long to wait before automatically closing idle conversations. |
| Availability Status | Configure whether agents can set their availability status (available, busy, away). |
Business Hours
When business hours routing is enabled:
- Conversations are routed based on shift schedules
- Outside of business hours, conversations are queued or handled by workflows
- Holidays override shift schedules
When disabled:
- All agents receive conversations regardless of shift times
- The Shift Manager shows a warning that it’s inactive
These settings apply workspace-wide and affect all agents using Live Chat. Individual agents can still manage their own availability status.