Service Hour

This feature allows you to configure customer service hours and set a message that will be displayed when service or operational hours have ended. So that when a customer sends a message outside of service or operational hours, the customer ticket will automatically be entered as a queue on the unassigned supervisor’s tab and the system will automatically reply to the customer’s message according to the message set in the out of service message field.

For example, you can set customer service hours on the channel rule 3Dolphins live chat on Monday-Friday from ’08: 00‘ until ’17: 00’, set Saturday-Sunday as a public holiday, and set out of service message. If you want to enable public holidays, make sure service hours are enabled.

Service Hours Configuration

When a customer sends a message outside of service or operational hours, the ticket will enter the queue (the ticket will go to the unassigned tab), even though at that time there was an agent who was online, and the system will automatically send out of service message, as shown images below

Supervisor's Unassigned Tab