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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 (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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