Prevent after-hours chats from reaching support agents each night

Support agents field after-hours chats that interrupt off-duty shifts and risk SLA breaches. Scheduled status changes set agents offline nightly so messages queue for next-business-day handling.

Overview

After-hours chats pull support agents into off-duty conversations and create SLA risk. This workflow flips agent presence offline each evening so messages queue for next-business-day handling, removing off-hour interruptions and protecting response SLAs. Support leaders report clearer handoffs and fewer after-hours disruptions after implementing similar rules.

Notable Features

Set support agent presence offline
Queue after-hours messages for review
Enable schedule exceptions for holidays