Auto-responders are messages that, if enabled, are automatically sent to end-users in certain scenarios, e.g., when all agents are busy or when a customer has reached your business outside of support hours. Default messages have been added for each type of auto-responder that you can either use as-is or edit to create custom messages.

To manage your auto-responders, log into your Chat Desk Dashboard and select the Auto Responders tab under Settings.

For more detailed information, see our dedicated user guide.

All chats received outside of business hours or when no agents are available are converted into tickets and listed in the Tickets tab on Chat Desk. Agents can attend to these tickets once they are back online. Tickets cannot expire but are archived after 90 days.

In order to manage customer expectations outside of operating hours, you can set up an automated response to send to end-users when all agents are offline.

For more detailed information, please refer to our dedicated user guide.