Live Chat Availability - Frequently asked questions
Discover answers to common questions about when your live chat option is available to customers. Learn about settings, scheduling, and more in this comprehensive FAQ guide.
Frequently asked questions
When is my live chat option available to customers using Zendesk?
Your live chat option is available to customers when an agent is online. If no agents are online, customers will see an offline form instead. For the live chat and Chat in Agent Workspace, the chat option is only visible to customers if an agent…
How can I set a schedule for my Zendesk live chat availability?
You can set a schedule for your live chat availability by creating operating hours in Zendesk Support. To manage when your live chat is available, you can create a schedule of operating hours in Zendesk Support. This schedule will automatically…
Can I use business hours with Zendesk Messaging and bot builder?
Yes, you can use business hours with Zendesk Messaging and the bot builder to manage availability. In Zendesk Messaging, you can add a condition that references your scheduled business hours in Support. This allows you to create different bot…
What happens if no agents are online during operating hours in Zendesk?
If no agents are online during operating hours, the chat option will not be available to customers. Even if your operating hours have started, the chat option will only be presented to customers if an agent is online. If no agents have set their…
How do I manage different responses for online and offline hours in Zendesk Messaging?
In Zendesk Messaging, you can manage different responses for online and offline hours using the bot builder. To set up different responses based on your availability, use the Flow Builder in Zendesk Messaging. You can add a 'Business hours…
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Zendesk Messaging (live chat)
Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
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Zeffy
Zeffy
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Zinc
Zinc
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Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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Freecash
Freecash
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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