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How to manage conversations on hold after hours in Live?

Once you have determined Live's service hours, you can self-manage the cleaning of queues outside the scheduled business hours via the Live platform.

In this way, after-hours services will not be stored in a queue and the user will receive an automatic message informing them of the closure of the service.

To do this, you must follow these steps:

STEP1 :  Access the "Groups" section located on the left side menu of the Live platform.


STEP 2: Next you can create a NEW group or SET UP the information of an already created group with the 'Edit' button.


STEP 3: On this screen, in addition to the other possible settings, you will also see the 'Attention Behavior' option.


In this option, you can perform two ACTIONS: 

Close all conversations: Allows you to close the service and set up a message to the user.  


Note: Each Live group may have a different message.


Continue attending if agents are available: Queues will remain available so that the agent can perform the service.  There is no message configuration, because there will be no platform action.


STEP 4: Once you have selected one of the options, click the "Save" button.


Important: This action can be configured only by the Administrator, Supervisor or Supervisor Agent profiles. 

*Date Updated: 10/11/2022


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