Customer Agent Opening Hours

HubSpot Ideas
1

Hi,

Some senior colleagues have raised concerns about the current setup where opening hours are based on individual agent availability. They feel this can be difficult to manage across larger teams, as it relies on each agent setting their own availability correctly.

We’d like to suggest the option to set fixed opening hours for live chat (e.g., 9am–5pm), independent of agent availability. For example, we would want our live chat to operate strictly between 9am and 5pm, while still allowing customer agents to be available and working 24/7 in the background for other tasks or channels.

While this hasn’t caused significant issues yet—and someone on our team has managed to configure it successfully—it could present challenges for other organisations. Adding the ability to define fixed chat hours would simplify setup and give teams more flexibility in how they manage customer service.

Kind regards,
Dylan

2

This is now delivered with Customer Agent as a fallback! if you update your chatflow to assign to users and teams and then select “Assign to Customer Agent if no users are available”. This will allow reps who are available to take the ticket first, and if reps are unavailable it will rotate to customer agent

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