Business hours and customer ratings
Tell customers when your team is away, and ask them to rate their chats.
Both settings are in Settings › Hours & ratings. Owners and admins can change them. Other teammates can see them.
Business hours
Business hours are the times your team answers chats. Outside them, the chat on your website tells customers you are away and when you are back.
- Turn on Business hours.
- Pick your Time zone.
- Tick the days you are open and set the opening and closing time for each. A day can have one range.
- Optionally, write an Away message, for example where to go with an urgent question.
- Choose Save hours.
While you are away:
- The top of the chat says Back with the day and time you open next, in the customer's own time zone.
- Ask a question on the chat's home screen says you are away.
- A conversation shows We're away right now with when you are back and your away message, under the customer's latest message.
Customers can still write while you are away. If the assistant is on, it still answers. Turn business hours off to never show the away notice.
Customer ratings
Customer ratings ask customers how a chat went. They are off until you turn them on.
Turn on Customer ratings. From then on, when you close a website chat, the chat asks the customer How was this conversation? with five faces, from Terrible to Great. After they pick one, they can add a comment.
- The rating and comment show at the end of the conversation in your inbox.
- If the customer writes again after rating, they are asked again the next time you close the conversation.
- Email conversations are not asked.
See all ratings in Reports › Quality.