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Configure widget behavior during working hours

An Admin confirms how a new conversation is handled while the widget is open: placed in the shared Inbox and routed, or handled by the AI Assistant when Auto Reply is enabled — no Live-Chat-specific routing exists beyond the platform's normal routing.

When this happens: Admin opens the widget's Hours & Behavior tab.

Step by step

  1. 1

    Open Hours & Behavior and reviews During working hours: new conversations are routed per the company's routing configuration (Admin — Routing).

    Links to Admin — Routing (FR-24) for the actual distribution mode.

  2. 2

    Confirm this is correct and leaves the page (no widget-specific setting to save here).

Other paths

Visitor sends the first message in-hours

EasyCRM sends the first message while the widget is within working hours. EasyCRM creates the conversation with Unassigned (or Ai when Auto Reply is enabled on this widget — UC-22.23) and hands it to routing (FR-24).

Good to know

  • Live Chat introduces no channel-specific routing rules — FR-24 governs distribution identically to every other channel.