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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.

Navigate to Chat Desk Dashboard --> Settings. In the 'Auto Responders' tab you can customize and activate the Out of Support Hours message. This auto-responder message is triggered on direct chat channels (WhatsApp and SMS).

Messages received while agents are offline are converted into tickets.

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