Hours & offline

Office hours do not stop an agent from marking themselves online in the inbox, but outside those hours the bubble still uses the offline greeting.

ConsoleLive chatChat settingsOffice hours

How to configure

Turn on Enable office hours, then pick the timezone, working days, start, and end. When start is earlier than end, only that span counts as online. When start is later than end, the span crosses midnight and runs until the end time the next day. Leave the switch off and the bubble follows agents' real presence all day.

What visitors see while offline

Outside the span, or inside it when no agent is online, the window uses Greeting (agents offline) and visitors can leave an email and a question. If the AI assistant is on, the knowledge base answers first and the form appears only when it cannot. See AI replies & handoff.

Those records live at ConsoleLive chatChat settingsOffline messages, with statuses New, Replied, and Closed.

When this month's conversation quota is used up and platform overage billing is off, new visitors get the same form. Conversations already open can continue. See Billing & quotas.

How a conversation continues

This is a chat Conversation, not an analytics Session cut by idle timeout.

• Reopen window on Appearance: if the visitor writes again within this many minutes after resolve, the same Conversation reopens and goes back to the original owner if that agent is still online. It does not consume this month's quota. After the window, a new Conversation is created and tagged as returning. 0 means resolved conversations never reopen.
• Let visitors "remember my conversation for 30 days" on Privacy: by default the token lives in session storage and dies when the tab closes. When this is on, the visitor can choose to keep it in local storage for 30 days and continue the chat.

The bottom of the window says "This conversation is recorded". The link beside it comes from Privacy notice URL. Point it at your own policy. How long data is kept is in Data & retention.

Visitor languages

Widget language sets the buttons, placeholders, and system lines in the visitor window. It does not rewrite the sentences in the conversation. Translating what the visitor wrote into the agent's language is a separate feature. See Two-way translation.

ConsoleLive chatChat settingsAppearance

How to configure

Choice	What the visitor sees	When to use it
Follow visitor browser	Simplified Chinese when the browser language starts with Chinese, otherwise English	Default. One site can show both interfaces
Simplified Chinese	Always Simplified Chinese	The site only serves Chinese-speaking visitors
English	Always English	The site only serves an English interface

There is no third set of interface copy. Japanese, Korean, and the rest exist only as translation targets. They do not become buttons in those languages. Save after changing it. An open bubble switches language after a reload.

What does not change with it

• The agent inbox follows the language of your own console, not this setting.
• Greetings, the teaser, and knowledge-base answers stay in the words you wrote. They are not translated. A Chinese greeting next to an English interface stays Chinese, and the buttons beside it are English.
• Pinned questions that have a language prefer the visitor's interface language, and untagged questions are included. If none match, the widget falls back to the site's default language.

To have agent replies appear in the visitor's language, turn on two-way translation.