Live Chat Routing & Hours
Send website enquiries to the right people and set clear expectations when the team is away.
In the CRM: Conversations → Live Chat → Routing & hours
Choose the answering team
Routing decides which eligible team members receive a new website chat. Start by selecting the website, then open Routing & hours.
Use Manage website permissions to choose the agents allowed to handle that site. Routing uses that authorized team; website access is managed separately in Chat Settings.
Match routing to how your business works
Use Include the client owner in the team when the owner should participate in team routing. For When nobody is available, choose Send to the client owner or Notify the authorized team.
Online availability comes from signed-in chat connections and app activity. Review the availability shown for the saved website when planning coverage.
| Routing rule | A useful business scenario |
|---|---|
| All available team members | A small sales or service team shares incoming enquiries. |
| Assign one available agent · fair rotation | Spread new enquiries across the available advisers. |
| Client owner only | The business owner handles website conversations personally. |
Set your opening hours
- Select Use opening hours if website chat should follow a working schedule.
- Enter a named local Timezone, such as America/Los_Angeles or America/New_York.
- Select the Open days.
- Set Opens and Closes for the same day, with the closing time later than the opening time.
- Write the Visitor message under When your team is away, then Save changes.
Keep after-hours enquiries useful
Opening hours control routing. Visitors can still leave a message outside those hours or when nobody eligible is online. Your away message explains what happens next.
For example: “Thanks for reaching out. Our booking team is back at 9 AM Pacific. Tell us what you need and we’ll follow up.” Ask for an email on Website & widget if you need a way to contact the visitor later.
Enable staff alerts under Alerts & install so the team can pick up offline enquiries. Before an advertising campaign starts, confirm the website’s agent access, schedule and fallback destination.