When you're first setting up Drift, it is extremely important to set up your hours correctly since they can affect your other settings and features like playbooks, routing rules, and more!
So, let's clear up the details...
There are three time/hour settings in Drift app:
For example, these settings will let your Drift account know when to automatically switch from firing the online playbook to the offline playbook 🙌🏼
Drift Insider Note:
Did you know we have a class on Hours over on Drift Insider? Check it out HERE
1. Chat Widget Hours
This setting affects your chat widget icon, your Default Greeting, and enabled playbooks depending on your Targeting display conditions. You can set this up in Settings > App Settings > Drift Widget > Default Widget > Status (here).
If you do not want to use the default greeting on your site and ONLY your playbooks, you can toggle the Drift Widget Icon Visibility setting to No visitors.
For your offline/online hours, playbooks must be configured to follow them. You can set this up in your display conditions. The display condition, "when "Drift is Online" (or Offline)", follows the chat widget settings.
Scroll down on the same page to find the setting to set Drift offline if everyone’s away …
Ready to set it up? Read step by step instructions for hours & targeting settings here!
2. Team Hours
You can create different teams of your users, and edit their hours within their settings.
To access teams, click Organizational settings > Workspaces. Click the workspace that contains the team you want to edit the hours for then click the teams tab and click the team you want to edit. Then select the Hours tab.
3. Individual Status
This is when you manually change your status, as a single agent. You can do this by clicking on your avatar on the bottom of your lefthand sidebar.
You can track when your users are Available and Away using the User Log feature.
How this impacts routing
If you use lead routing, you’ll only be automatically added to conversations when you’re “Active”. You won’t be added to any conversations when you’re “Away”. Get more info about Active and Away status here.
A lot of our customers ask us why or why not someone was routed into a conversation when they were online or offline.
So, to make this decision-making process more transparent, we've made the Routing Audit Log. For more information on the routing audit log please see this doc.
Sometimes, users are marked Unavailable here even when they are online. There are a few possibilities on why this might have happened:
- Their calendar isn't connected when the bot is supposed to drop a calendar
- They're already present in the conversation
- They've reached their conversation limit.
For Premium plan and up, routing fall backs helps take care of those times when you're marked Available but aren't around to respond.
Learn more about the Team Availability bot skill here.