topic Re: Live Chat is active during off hours, and not when scheduled. in Sales Hub Tools

Live Chat is active during off hours, and not when scheduled.

kadolf — Mon, 01 Jul 2019 14:00:14 GMT

Our live chat feature is schedule to only work (be active/avaialble) Monday through Friday, however, this pas weekend, we received an inquiry on a Saturday.

Re: Live Chat is active during off hours, and not when scheduled.

MatthewShepherd — Mon, 01 Jul 2019 14:38:55 GMT

Hi @kadolf

Can you send a screenshot of your availability settings screen for your live chat?

This could be an issue with your time zone settings or something within those chat availbility settings.

Re: Live Chat is active during off hours, and not when scheduled.

kadolf — Mon, 01 Jul 2019 14:41:31 GMT

Regardless of the hours, its only set Mon-Fri.

Re: Live Chat is active during off hours, and not when scheduled.

MatthewShepherd — Mon, 01 Jul 2019 14:49:41 GMT

Yes, those settings look correct and shouldn't have allowed the chat to be shown on a Saturday. Do you have a chatbot associated with your live chat? Was the visitor that used the chat based in the U.S?

Re: Live Chat is active during off hours, and not when scheduled.

kadolf — Mon, 01 Jul 2019 14:52:09 GMT

Morning! Yes, we have an automated reply chatbox setup, but we have had LiveChat on for months, never had a request come in on the weekend, per the settings.

The individual that did chat in is located within the US.

My only thought on this is that this person chatted in earlier on Friday, perhaps that allowed them to respond the chat somehow? Maybe left it up on their computer? We dont send scripts, so thats the only workaround I can think about?

Re: Live Chat is active during off hours, and not when scheduled.

MatthewShepherd — Mon, 01 Jul 2019 14:55:32 GMT

This support article on live chat mentions

"Please note: if a bot is associated to a live chat, it will override the chat's availability settings and the chat widget will always appear. Bots can hand off a conversation to a user outside of business hours if the user is still set to Available. To prevent this, enable Away mode outside of office hours."

So maybe that's what happened here?

Re: Live Chat is active during off hours, and not when scheduled.

kadolf — Mon, 01 Jul 2019 14:59:14 GMT

To be clear, we have an automated response setup when the individual monitoring th echat cannot respond within a minute.

Is this considered a bot?

Re: Live Chat is active during off hours, and not when scheduled.

MatthewShepherd — Mon, 01 Jul 2019 15:15:02 GMT

Hi @kadolf

Can I ask where in your Hubspot portal you configured an automated response when the agent hasn't responded within 1 minute?

Re: Live Chat is active during off hours, and not when scheduled.

kadolf — Mon, 01 Jul 2019 17:10:03 GMT

Unfortunately, since we are no longer a paying customer for Hubspot, this feature is no longer accessible. But it would have been under the chat's settings, sorry to not be much help here.

Re: Live Chat is active during off hours, and not when scheduled.

MatthewShepherd — Tue, 02 Jul 2019 12:11:46 GMT

No problem @kadolf. I can't think where in Hubspot's current chatflows that you can configure such an option. It sounds like a bot's handoff rules but that is based on user availability rather than response time. Are you using any external chat service/integration with Hubspot?

If it was a bot then the above could be the reason.

Re: Live Chat is active during off hours, and not when scheduled.

kadolf — Tue, 02 Jul 2019 12:28:31 GMT

I agree, I am thinking this was a unique case where, since the customer chatted in on a friday, they were able to chat in again on saturday? Perhaps leaving the chat box up? We don't use anything external.

In any case, I checked the hours yesterday, and the chat DID turn off at 5 pm eastern, as instructed, so I am hoping this is isolated and a unique "quirk".

Thank you Matthew!