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Select the attention behavior for offline waiting conversations in Live

Once you’ve set the agents’ business hours in Live, you can manage clearing wait queues for conversations that come in outside those hours directly from the platform.

This way, conversations that arrive outside of business hours will not remain on hold or pending but will end automatically, ensuring a clearer experience for the user, who will receive a message informing them that the conversation has been closed.

↗ Only Administrator, Supervisor, or Agent Supervisor profiles can configure this setting. There are two options to configure:

1. Close all conversations: This allows you to end conversations that come in outside of scheduled support hours and set up a message to notify the user.
2. Continue handling if agents are available: The support queues will remain open so that agents can handle them. In this case, no message is configured.

📌 Note: Each group is configured individually and can have a different message.

⬇  View the step-by-step guide in the tour below:
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