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What happens when all agents are offline?

In order to manage customer expectations outside of operating hours, Touch can send an automated response when all agents are offline. You can activate and customize an away message, under Touch Preferences in the "Standard messaging" tab. Away messages will never be active for Facebook posts or Twitter mentions. They will only trigger on the direct chat channels when no agents are online. All messages received will be queued and stored even if no agents are available.

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