Office hours
Define when your team is available for live chat, add holiday exceptions and choose what happens outside hours.
Office hours decide when live chat is offered. Outside them the AI keeps answering, and handoffs go to your offline targets.
Open handoff settingsWeekly hours
Under Handoff → Office hours, choose a time zone (the store's by default) and add one or more intervals per weekday, for example 09:00–12:00 and 13:00–17:00. Use 24:00 for the end of the day. Intervals that run across midnight are joined. Daylight-saving changes are handled in your time zone.
Exceptions
Add a date to close all day (public holidays) or to use different intervals on that day. An exception replaces the weekday's hours for that date.
Outside hours
- AI only: the live chat option disappears; shoppers can still ask for a person and the handoff is delivered offline.
- Collect email: as above, and every handoff outside hours requires an email, so your team can reply.
The dashboard shows the current state, for example "Open now until 17:00" or "Closed — opens Mon 09:00". Without office hours on your plan, ShopAssist treats your team as always available and live chat depends only on agents being online.
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