What happens when all agents are offline?

In order to manage customer expectations outside of operating hours, you can set up an automated response to send to end-users when all agents are offline. You can customize and activate this message in the ‘Auto Responders’ tab under your Chat Desk Settings. This auto-responder message is triggered on direct chat channels (e.g. WhatsApp and Web Chat). Messages received while agents are offline are converted into tickets. All tickets are queued and assigned to agents once they become available again.

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