Widget & automation
Set online, away, and offline behaviour
Set expectations and collect a complete follow-up address when nobody is live.
Updated May 2026 · About 2 min read
Open Settings → Automation, then choose Offline coverage to control what visitors see when your team is unavailable.
Configure coverage
- Set your office hours and timezone.
- Choose when Chatting should use the away experience: no teammates online, outside office hours, or either condition.
- Set an expected reply-time label or hide it.
- Edit the away and offline messages, then save.
When live chat is unavailable, Chatting can collect the visitor's email so your team can follow up from the same conversation. Test the closed-hours state after saving, especially if your team works across timezones.
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