Manage Availability & Email Follow-Up

Manage your business hours of availability for live chatting with customer directly in the WebConsole. 

Set your available hours schedule so your customers know when you are away. This way, they can leave a message for you with the bot and know to expect an email response from a live agent later on.

Topics included below: how to manage your availability, how customers can leave a message for you & how agents follow-up with these messages via email (directly in the WebConsole).

How does manage availability work?  

  • Manage your operating hours via the “Manage Availability” section in the WebConsole Settings. 
  • Set the away hours for each day independently. 
  • Set your time zone so that the Bot recognizes your timezone when displaying the away message to customers that want to be escalated to a live agent. 
  • 📱Mobile & Desktop push notifications will be paused outside of your available hours. 
  • Bot-handled conversations will not be impacted. Bots can handle inquiries 24/7. 

Away hours message

When your availability status is set to away, customers will receive an away hours message in the chat when: 

  • A customer opens a chat for the first time, during away-hours, and tries to get escalated to a human agent. 
  • A customer sends a message in an open conversation with a live agent.

The bot will let them know you are away and ask for their Email, Name and an Inquiry Summary, so you can follow-up with them via email when you are back.

Setting your availability

From the WebConsole on desktop, go to ⚙️Settings > Manage Availability 

  1. Select your timezone.
  2. Toggle button to ON for each day of the week to set available hours (purple = on). If a day has no operating hours, toggle the button to OFF.
  3. Select available hour range using the Start and End time drop-downs (click the +add hour range button to further customize available hours within a day).
  4. When you are finished, click Save

Default operational hours:

  • Monday - Friday: 9 am to 9 pm
  • Saturday and Sunday: 9 am to 5 pm
Toggle button to ON for each day to set available hours (purple = on).
Click +add hour range to further customize your hours within a day.

Outside of operating hours (leave a message)

When a customer wants to be escalated to a live agent outside of your operating hours, the bot will let them know that agents are currently away and ask them to leave a message for the business and expect a follow-up via email.

The bot will ask the customer for their name, email and a message and pass this information onto you, so that you can follow-up with them via email directly through the WebConsole.

The next section explains how you will be notified and how to follow-up with customers.

Following-up with customers via email

To view messages requiring follow-up in the WebConsole chat list, select the 'Follow-Up: Away' filter.

Businesses will also receive an email notification for new messages received while away that require agent follow-up.

Email notification for new messages that require follow-up. Click 'View Conversation' button to be taken to the WebConsole chatlist to reply.

Viewing message received while away in the WebConsole

A mail icon appears next to chats requiring email follow-up.

In the WebConsole chat list, select the following filters:

  • 'Follow-Up: Away'
  • 'Closed' for Conversation Type

Replying via email

  1. Click on the mail icon > select Answer via Email.
  2. Your default email client will open with a draft email with the customer's email, name & inquiry pre-populated.
  3. Type a reply and send.
  4. Once you reply via email, the conversation is resolved. The mail icon flag will be removed, and the conversation will now live in the 'All Conversations' filter view.
A mail icon flag will appear indicating an email follow-up is required.
Click on the mail icon on the chat to directly email the customer from the WebConsole. This will open your email browser window.
The chat is now resolved and will live in the All Conversations filter.

Viewing away messages in the Maven Business mobile app

  1. When you open the mobile app, you can filter your chat conversations.
  2. Click on the Open or Closed filter which will provide a list of options, and choose Follow up: away.
  3. You can click on the chats that have away messages to read and respond.
  4. There will be an mail  icon next to the chat which can be clicked on and this will open the email browser used on your phone to directly respond to the customer.
  5. Once the email is sent, the chat will return to the Open filter.
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Maven WebChat