Use availability, schedules and chat limits to control when agents receive work.
- Open Team and select the agent, or open your own profile.
- Review Accepting chats versus Not accepting chats and the chat limit.
- Where working hours are available, enable the schedule and confirm the time zone.
- Enter working intervals for each day; remove overlaps and invalid intervals before saving.
- Save and test an in-hours and out-of-hours period. Check that the agent belongs to the intended support group.
¶ Check the result and solve problems
Agent schedules are not the same as the website widget display mode. An available agent may still receive no new automatic assignments when at their chat limit or outside the routed group. Copying a schedule should be followed by a check of the receiving agent’s time zone.
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