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Apply the configured behavior when no operator is available

A visitor starts a chat within working hours, but no operator is currently Online. The widget applies the company's configured no-operator behavior — AI Auto Reply, a queue message with an expected wait, or the offline form — instead of leaving the visitor without any response.

When this happens: A visitor's first message arrives while no operator is Online.

How it works

  • EasyCRM sends the first message.
  • EasyCRM finds no Online operator in scope and AI Auto Reply not enabled/configured for this widget.
  • EasyCRM shows the configured queue text (We'll be with you as soon as possible) and, where available, an expected-wait indicator from the routing queue signal (FR-24).
  • EasyCRM sends a follow-up message while waiting; it is stored in the same conversation.
  • Delivers both messages to the first operator who becomes available (FR-24).

Other paths

Ai auto reply handles it

AI is enabled for this widget and the company's AI mode is *Auto Reply*. The conversation's ResponsiblePartyType is set to Ai, and System (AI Assistant) answers automatically (FR-28).

Offline form instead

The no-operator mode is configured as *Offline form*. The widget shows the offline form instead of a live composer.

Good to know

  • This is evaluated independently of working hours — a widget can be within hours yet have zero Online operators.
  • Switching the presented mode mid-session never discards messages already sent.