Under Settings > Webcare you will find the general opening hours for your webcare module.
The opening hours are used when calculating response and processing times. If start and end time are set to 00:00, this means that no response time is included, unless it is checked that it is open all day.
In addition to these general opening hours, it is also possible to set specific opening hours per stream, account of live chat. You do this in the Webcare module. Depending on your goal, you choose where you adjust the opening hours. One opening time setting is larger than the other. Take this structure into account:
- The general opening hours on the Settings > Webcare page are the overarching opening hours, so all accounts and streams respond to this.
- The account opening hours that dominate the Webcare general opening hours specifically for that account (often used for live chat).
- The stream opening hours dominate the Webcare general opening hours and the account opening hours if the (live chat) account is processed in this stream.