The bot uses the following logic to determine if agents are online or offline:

  • If business hours are enabled, the bot strictly follows the business hours settings to determine if the online flow or offline flow should kick in.

  • If business hours are disabled, the bot follows the offline flow when all agents on the account are offline. An team member is treated as being offline if they have moved to a different tab from the Freshchat tab for over 2 minutes.