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Set Business Hours in Enhanced Chat

Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create business hours: Manage Business Hours Holidays
To add business hours to your deployment: Customize Application AND Modify Metadata Through Metadata API Functions
  1. Create a business hours record.
  2. From Setup, enter Embedded Service Deployments, and click Embedded Service Deployments.
  3. Click the dropdown arrow to the right of your deployment, and select View.
  4. Click Edit Settings.
  5. In the Business Hours field, select your business hours record.
  6. Save your changes.
  7. On the Settings page for your deployment, click Publish.

After adding business hours to your Enhanced Web Chat deployment, the chat button appears only during your business hours. Outside of business hours, Enhanced In-App Chat displays a banner that lets the customer know when it’s outside of business hours.

Business hours banner on Enhanced In-App Chat deployment

To prevent incoming conversations outside of business hours, override business hours rules, or hide or show your chat button at different times, see Show and Hide the Chat Button in Enhanced Web Chat.

See Also