Chat controls¶
Chat controls set where your agent answers and when a quiet conversation closes.
Who can do this: owners and admins. Teammates can see the settings.
Go to Settings → Chat controls.
Agent by channel¶
For Website chat, WhatsApp, Messenger and Instagram, choose when your agent answers, then select Save:
- Always: your agent answers every message.
- Outside office hours: your team answers during your office hours, your agent the rest of the time. Set your office hours in Behaviour first.
- Off: your team answers every message.
When your team answers, messages arrive in your inbox and each conversation opens a ticket, so nobody misses it. Conversation flows don't run there either. For Messenger and Instagram, the setting covers replies to comments on your posts too.
Close quiet conversations¶
Choose Close after 15, 20, 25 or 30 minutes, then select Save. Once a customer has been quiet that long, the conversation closes and is summarised. If they write again, it opens again.
A website chat stays open while the visitor still has the chat open on their screen.