Coverage while the team is away

What it is forCopy link

If your team goes on vacation or closes for a few days, coverage has an agent answer every chat on those dates. That includes chats already assigned to someone.

Nobody loses their chats. Each one stays assigned to its person, so there is nothing to give back when it ends.

How to schedule itCopy link

1. Go to Settings and open Coverage.
2. Choose the agent.
3. Set the From and Until dates.
4. If you want, write a notice for customers. For example: "We are closed for the holidays. We reopen Friday at 9 a.m."
5. Click Schedule coverage.

The agent uses the notice only during the coverage. Its instructions stay untouched.

What happens during coverageCopy link

• The agent answers unassigned chats and chats assigned to a person.
• A chat assigned to another agent stays with that agent.
• If someone on the team writes in a chat, the agent stops answering that chat until the coverage ends.
• If the agent hands a chat to a person, that chat stays with that person.
• Inside each chat you will see a notice saying which agent is covering and until when.

How to end it earlyCopy link

In Settings > Coverage, click End now. If it has not started yet, click Cancel.

When the end date arrives, coverage turns off on its own.