How to set website-level business hours
Website business hours allow you to control the times, days, dates, and circumstances under which your chat buttons are shown to customers.
To activate website-level business hours, you must create a website and then associate it with an HTML snippet. The HTML snippet will also have an associated chat button.
Department-level business hours and exceptions override website-level business hours and exceptions. Departments without unique business hours and/or exceptions use the same settings as associated websites.
You can also set agent hours to establish an individual agent's availability during a given time range. Agent hours are applied independently of business hours.
Here's how to set website-level business hours:
Your website is ready to be associated with an HTML snippet. Unless this association is made, your business hours are not applied.
What are exceptions to business hours?
An exception is valid for one day only. By defining an exception, you override normal business hours. In other words, an exception defines the time when your agents are available to chat on a specific day.
Think of a business hours exception as an exception in your daily routine: You may provide support from 9 AM to 5 PM, but on an exceptional day, like Black Friday, you may want to provide chat support for longer hours. In this case, you can define an exception for that single day by defining your availability, say, from 9 AM to 9 PM.
Similarly, if you have a meeting on November 20, from 2 PM to 3.30 PM and you are not available to support your customers, you have to change your standard business hours by setting two exceptions for the day:
- One exception for November 20 from 9 AM to 2 PM
- Another one for November 20 from 3.30 PM to 5 PM
This way, you can let Digital DX - and your customers - know that this is an exceptional day when you are available from 9 AM to 2 PM and from 3.30 PM to 5 PM only.