Why did I still receive a Live Chat outside of service hours?

Let’s say your organization sets its live chat service hours to end at 4:55 PM. Normally, no new chats should be accepted after that time.

However, if an agent manually switches their status to "Online" instead of staying in the "Service Hours" mode, the system sees them as available — even outside of the configured hours. So if an agent was still set to "Online" at 5:03 PM, a chat could be routed to them despite the service hours having ended.

The presence of an agent marked "Online" will override the scheduled availability, allowing the chat to come through.

✅ Tip: To ensure service hours are enforced, agents should keep their status set to "Service Hours", not "Online".

For more help with statuses, check out: How do I use statuses?