Working Hours

Working hours tell the widget when your team is available. When visitors arrive during your working hours, the widget shows an online status. Outside those hours, it switches to offline mode and displays a custom message. This sets the right expectations so visitors know whether they will get an immediate response.

Organization Working Hours

Organization working hours apply to your entire team. They define the default availability schedule that the widget uses.

To set your organization working hours:

1. Go to Settings > Organization > Working Hours
2. You will see a schedule grid showing each day of the week

Day-by-Day Schedule

For each day of the week (Monday through Sunday), you can:

• Enable or disable the day — Toggle a day on to mark it as a working day, or toggle it off to mark it as a day off
• Set start and end times — Choose when your team starts and stops for the day

For example, you might enable Monday through Friday with hours of 9:00 AM to 5:00 PM, and leave Saturday and Sunday disabled.

tip

If your team works split shifts or variable hours, set the start time to when your first team member begins and the end time to when your last team member finishes. This ensures the widget stays online for the full window that someone is available.

Timezone Selection

Below the schedule grid, you will find a timezone selector. Choose the timezone that represents your organization's primary location. All start and end times are interpreted based on this timezone.

If your team is spread across multiple time zones, choose the timezone that best represents your core working hours, or set a broad range that covers everyone.

note

The timezone you select here affects only the organization-level schedule. Individual team members can set their own timezone in their personal working hours.

Personal Working Hours

Each team member can also set their own working hours. Personal hours override the organization schedule for that specific person, which is useful when team members work different shifts or are in different time zones.

To set your personal working hours:

1. Go to Settings > My Settings > Working Hours
2. Configure your personal schedule using the same day-by-day format
3. Select your personal timezone
4. Save your changes

Personal working hours follow the same format as organization hours — enable or disable each day, and set start and end times for the days you work.

tip

If you work the same hours as the rest of your organization, you do not need to set personal working hours. Your availability will follow the organization schedule automatically.

How Working Hours Affect the Widget

Working hours directly control the online and offline status of your widget:

During Working Hours

• The widget shows an online indicator (for example, a green badge or "We're online" text)
• Visitors can start conversations and expect real-time responses
• All enabled channels (chat, video, audio) are available

Outside Working Hours

• The widget shows an offline indicator
• Visitors can still leave messages, but they will not receive an immediate human response
• Your AI agent (if configured) continues to respond regardless of working hours

note

AI agents operate independently of your working hours. Even when your team is offline, your AI agent can still chat with visitors and handle common questions. Learn more in AI Features Overview.

Custom Offline Messages

When the widget is in offline mode, you can display custom messages to let visitors know what to expect.

Offline Heading

The offline heading replaces the default widget heading during off-hours. Use it to clearly communicate that your team is currently unavailable.

Examples:

• "We're currently offline"
• "Our team is away right now"
• "We'll be back tomorrow"

Offline Subheading

The offline subheading appears below the heading and gives visitors more context or next steps.

Examples:

• "Leave a message and we'll get back to you first thing in the morning"
• "Feel free to chat with our AI assistant in the meantime"
• "Our hours are Monday to Friday, 9 AM to 5 PM EST"

To set your offline messages:

1. Go to Settings > Organization > Working Hours
2. Scroll to the Offline Messages section
3. Enter your custom Offline Heading and Offline Subheading
4. Save your changes

warning

If you do not set custom offline messages, the widget will display default text. It is a good idea to customize these messages so they match your brand voice and give visitors useful information about when you will be back.

Example Configurations

Standard Business Hours

Day	Enabled	Hours
Monday	Yes	9:00 AM - 5:00 PM
Tuesday	Yes	9:00 AM - 5:00 PM
Wednesday	Yes	9:00 AM - 5:00 PM
Thursday	Yes	9:00 AM - 5:00 PM
Friday	Yes	9:00 AM - 5:00 PM
Saturday	No	—
Sunday	No	—

Extended Support Hours

Day	Enabled	Hours
Monday	Yes	7:00 AM - 10:00 PM
Tuesday	Yes	7:00 AM - 10:00 PM
Wednesday	Yes	7:00 AM - 10:00 PM
Thursday	Yes	7:00 AM - 10:00 PM
Friday	Yes	7:00 AM - 10:00 PM
Saturday	Yes	9:00 AM - 6:00 PM
Sunday	Yes	9:00 AM - 6:00 PM

Next Steps

Your widget setup is now complete. To explore how AI can handle conversations when your team is offline (or even when they are online), check out the AI Features Overview.