Overview
Once a visitor asks for a person, the chat widget says how fast your team usually replies, or when it is back if you are outside office hours. If a visitor leaves before a teammate answers, the widget can email them the reply, and they can answer by email. All of this is in Settings → Chat Widget → Settings → Office hours and replies. The preview beside it shows the widget’s header in each state.Office hours
Outside office hours the widget’s header reads Away · back Monday at 9 AM, in the
visitor’s own time zone. When a visitor asks for a person, your AI agent tells them when
the team is back instead of promising someone will join now.
Reply time
Usually replies sets what the widget promises while your team is in: in a few minutes, within an hour, within a few hours (the default), or within a day. It shows once a visitor asks for a person. While your AI agent is answering, the header says it replies instantly.Email replies visitors haven’t seen
This is on unless you turn it off.- A visitor waiting for a person, with no email on file, is asked in the chat where to reply.
- If a teammate’s reply is not seen within 3 minutes (the visitor left, or has the chat closed), it is emailed to them. Several replies in a row make one email.
- Your AI agent’s answers are never emailed: the visitor was there to read them.
- The email carries only your team’s words, and a link back to the page the visitor chatted from.
In the conversation, a reply that was emailed shows Emailed, and an answer a visitor
sent by email shows By email.
A visitor who unsubscribes from these emails stops receiving all of your workspace’s
emails at that address.