HELP FILE

Set department-level business hours

Department-level business hours allow you to control the times, days, dates, and circumstances under which chat with a department is available.

Department-level business hours and exceptions override website-level business hours and exceptions respectively. Departments without unique business hours and/or exceptions use the same settings as associated websites.

A department cannot receive new chats outside of business hours, even when agents are available (unless you choose otherwise, as described below) or a rollover department has been designated.

  1. Create or edit a department, as follows:
    1. At admin.bold360.com, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    The New/Edit Department page is displayed.

  2. On the Department Information tab under Department Hours, select Enable business hours for chats.
  3. Option. To make chat buttons available within business hours even when no agents are available, select Ignore Agent Status.
    Important: This may result in unanswered chats. Chats may continue to be queued even when no agents are available.
  4. Select the Timezone used by the business hours settings.
  5. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the hours between which you want chat to be potentially available. Outside of this time period, your chat buttons display as unavailable even when agents are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the Chat button associated with this website reference will become available at 9:00 AM (if agents are available) and will be disabled at 5:00 PM.
    2. Select the Days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add business hours and set the days and time as described above.

    Outside of these time periods, chat is unavailable unless you set exceptions.

  6. To alter your Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events, you can add exceptions under Exceptions by date.
    • Same as website exceptions. The department uses the same exceptions as associated websites.
    • Override website exceptions on specific dates. On the dates specified here, department exceptions override website exceptions. Otherwise, the department uses the same exceptions as associated websites.
    • Override all website exceptions. The department uses unique exceptions and ignores all website exceptions.

    Tip: When adding exceptions, you may find it useful to copy previously used exceptions (when available).
  7. Save your changes.