At Freshchat, we want to deliver a seamless, consistent experience to your customers. 


With Freshchat, you can let your customers know your availability by setting up Business Hours. You can configure an Away message which will be auto-replied to your users if they initiate a chat during your offline hours. The Away message can be customised. For example, it can say “We are currently offline, please drop a line and we’ll get back to you once we are back.” or “We are available from 9AM to 6PM PST, leave a message and we’ll get back to you asap.” This will help set the right response expectations with your customers.


Chat messages accumulated over your non-business hours will be available in the New view in the Freshchat Inbox. Agents can pick up and start responding to messages from here the next day. Or you can set up Assignment Rules to route these conversations to a custom view/group/agent. 


You can also enable email notifications for your customers which will notify them when you reply to their message, by sending them a link to the conversation as an email. You can also enable email notifications without configuring business hours.


Note:

This feature is available only for customers in the Freshdesk Estate plan.


To hide the Freshchat messenger during your offline (non-business) hours, you can use the below code snippet:


<script src="https://snippets.freshchat.com/js/freshchat-business-hours.js"></script>
<!-- All the below time stamps are in GMT. This is done in order to have the script work across all regions -->
<script>
  var business_hours_config = {
    "Sunday": {
      from: '03:30 AM',
      to: '11:30 AM'
    },
    "Monday": {
      from: '03:30 AM',
      to: '11:30 AM'
    },
    "Tuesday": {
      from: '03:30 AM',
      to: '11:30 AM'
    },
    "Wednesday": {
      from: '03:30 AM',
      to: '11:30 AM'
    },
    "Thursday": {
      from: '03:30 AM',
      to: '11:30 AM'
    },
    "Friday": {
      from: '03:30 AM',
      to: '11:30 AM'
    },
    "Saturday": {
      from: '03:30 AM',
      to: '11:30 AM'
    }
  };
</script>
<script>
  window.fcSettings = {
    token: "WEB_CHAT_TOKEN",
    host: "https://wchat.freshchat.com",
    config: {
      cssNames: {
        //The below element is mandatory. Please do not modify this.
        widget: 'custom_fc_frame',
        //The below element is mandatory. Please do not modify this
        expanded: 'custom_fc_expanded'
      }
    },
    onInit: function() {
      fcBusinessHours.initBusinessHours(business_hours_config);
    }
  };
</script>
<script src="https://wchat.freshchat.com/js/widget.js" async></script>