Ability to schedule out holiday and non-standard office hours | Voters

Ability to schedule out holiday and non-standard office hours

Nicholas Kontogonis

We would like the ability to add our holidays to our office hours

original headline: As an administrator I want to be able to set up holidays in the admin panel to prevent users from initiating live chats on holidays

Created by Thread

October 11, 2022

Ricky Balmaceda

Merged in a post:

After hours Chats should act differently

Tyler Mack

There should not be a swarm, and customers through Teams or Slack should get notified.

October 3, 2025

Autopilot

Merged in a post:

Actions for chats created outside of chat hours.

Albert Lotito

It would be interesting to have a messenger response flow (to the client), for chats created after hours.
As it stands today: the client is told that chat is closed and then the incident sits till the next shift, making for extreme outliers in response time (i.e. 16 hours vs 3 minutes).
I would be interesting for a 'bot' to respond, like below:
BOT: Chat is closed currently. Would you like me to forward the ticket to the helpdesk for normal processing?
Client: 
"Yes": move the ticket to the appropriate board (or equivalent in your systems) and set an appropriate status. I my case I could move the ticket to Board = 'GTS- Team Purple', status = 'Received'
BOT: Your request has been moved to the help desk. Thank you for your understanding... blah blah blah'
"No"
Bot: "Since Chat is currently closed, we will close this request and ask that you check back during normal chat hours or call out support number or email our support team. etc. etc. etc." 
Mark ticket as closed

July 21, 2025

Drew Kenton

Our triage bot is sending things to our on-call folks on a holiday that normally wouldn’t go to on-call, because when we are on-call, the triage bot is always marked as “off work.” Can we get an option to set holidays for the robot?

Jason Bristow

Just onboarding right now and we would like to have the ability to have a holiday set. Or ideally, if we could use the holiday set in Autotask that would be great.

Albert Lotito

ALSO: An option is that if a client enters a chat after hours, they are told that chat is closed, and no ticket is created.

Albert Lotito

P.S. in the case that the client agrees to move the ticket confirm email and phone number.

Mark Alayev

Merged in a post:

Holiday Schedule

Dereck Radford

Recently over the Christmas holiday we were closed between 12/25 to 1/1 and we didn't think about the chats during that time. I was unable to find a way to add Holiday overrides on the hours. This would be critical for ensuring the customer that we are not available right now and the chat will be converted to a regular ticket.

December 15, 2023

Stephen Boss

Hi Dereck, 
We recently added a feature to add a Holiday out of office reply via a flow.
Use the Where Date = X and use a nested OR statement to send an auto reply action on these tickets.
e.g.
Filter:
Source = Chatgenie Messenger
AND (Date = 2022-12-26 OR Date = 2023-01-02)
Action:
Reply
"We are currently out of office for the holiday. We will follow up when we return to the office. If this is an urgent request, please call us at X"

Master User

Stephen Boss i love this solution, but could it potentially be automated even more? Imagine if you could sync the Holiday List from ConnectWise PSA and then updated the messaging for the chat based on that list?

Robert Picard

yup, a few weeks ago I drove up to a Tim Horts (Canadian but better version of Dunkin donuts) and wanted to order something. I arrived at the speaker, a auto message played 'Thank you for visting tim hortons, someone will be with you in a moment' I sat there for a few minutes before I finally drove forward to find that the store was empty.