Widget / Schedule

Working hours and schedule

Working hours on Home, greeting and away segments, the outside-hours message, the response time line, the “Close ticket” button text.

Three levels of scheduling

The widget has three independent mechanisms that you can use on their own or together:

Working hours: the overall “when we’re working”. If “Show working hours in widget” is on, Home shows “Online until …” or the outside-hours message.
Greeting segments: a schedule for the subtitle on Home: “Good morning!”, “Good evening!”, with no manual edits.
Away segments: a separate message on Home: “Lunch break today 13:00–14:00”, “On holiday until Monday”. It works independently of working hours.

The schedule isn’t set in the builder but in SettingsWork Hours: for each day of the week there’s a toggle and From and To times (or Day off), plus the time zone and exceptions. SLA timers, auto-assignment and the bot’s “we’re offline” reply follow the same schedule.

In Widget BuilderHours & Avail., this schedule is shown read-only, with a link to edit it in the settings. If no schedule is set, the widget treats you as always online.

hours.show_work_hours

Type: booleanDefault: false

Show working hours in widget. Turns on a block on Home: during working hours, “Online until …” (the end of the current window, on the visitor’s clock); outside them, the outside-hours message; below that, a line with the weekly schedule in the project’s time and, outside working hours, the offline message.

hours.outside_hours_message

Type: stringDefault: "We're outside of working hours right now"

Outside hours message: the main text for visitors who come by outside working hours.

hours.offline_message

Type: stringDefault: "We're offline. We'll reply in the morning"

Offline message: shown outside working hours, even with the working-hours block off: as a bar above the conversation and on Home (a card of its own, or a line in the working-hours block). An empty field shows the built-in “We’re offline right now — we’ll reply during working hours.” At such times the widget doesn’t promise a quick reply: no Response time on Home, no “usually replies within a few minutes” at the start of a conversation, no “an operator will join in a minute” from the bot.

hours.delayed_response_seconds

Type: number | nullDefault: —

Bot delayed-response (seconds). Despite the name, it only changes the line under the heading at the start of a conversation: instead of “Send your message — our team usually replies within a few minutes.”, it shows “We usually reply within Ns.” (under a minute), “… within N min.” (under an hour) or “… within Nh.”. Empty or 0 keeps the standard line. Outside working hours there’s no promise: “Send your message — we’ll reply as soon as we’re back.”

hours.close_button_text

Type: stringDefault: "Close ticket"

‘Close ticket’ button text: the button visitors use to close a conversation themselves. An empty field means no button.

Field	Type	Default	Description
hours.show_work_hours	boolean	false	Show working hours in widget. Turns on a block on Home: during working hours, “Online until …” (the end of the current window, on the visitor’s clock); outside them, the outside-hours message; below that, a line with the weekly schedule in the project’s time and, outside working hours, the offline message.
hours.outside_hours_message	string	"We're outside of working hours right now"	Outside hours message: the main text for visitors who come by outside working hours.
hours.offline_message	string	"We're offline. We'll reply in the morning"	Offline message: shown outside working hours, even with the working-hours block off: as a bar above the conversation and on Home (a card of its own, or a line in the working-hours block). An empty field shows the built-in “We’re offline right now — we’ll reply during working hours.” At such times the widget doesn’t promise a quick reply: no Response time on Home, no “usually replies within a few minutes” at the start of a conversation, no “an operator will join in a minute” from the bot.
hours.delayed_response_seconds	number \| null	—	Bot delayed-response (seconds). Despite the name, it only changes the line under the heading at the start of a conversation: instead of “Send your message — our team usually replies within a few minutes.”, it shows “We usually reply within Ns.” (under a minute), “… within N min.” (under an hour) or “… within Nh.”. Empty or 0 keeps the standard line. Outside working hours there’s no promise: “Send your message — we’ll reply as soon as we’re back.”
hours.close_button_text	string	"Close ticket"	‘Close ticket’ button text: the button visitors use to close a conversation themselves. An empty field means no button.

Greeting segments

Widget BuilderAway/Greeting, the Greeting segments block (hours.greeting_segments). Each segment has days of the week (none selected means every day), a start, an end and a message. The first matching segment replaces the Home subtitle (welcome.subtitle). Unlike working hours, segment times follow the visitor’s clock, not the project’s. In the config it looks like this (days follow JS getDay(): 0 is Sunday):

hours.greeting_segments (example)json

[
  { "days": [1,2,3,4,5], "start": "06:00", "end": "12:00", "message": "Good morning 🌅" },
  { "days": [1,2,3,4,5], "start": "18:00", "end": "23:00", "message": "Good evening!" },
  { "days": [0,6], "start": "00:00", "end": "23:59", "message": "Have a nice weekend 🌿" }
]

Away segments

In the same place, the Away segments block (hours.away_segments): segments of the same kind, but the message of the first matching one is shown as a separate line on Home, under the working hours block. Their times also follow the visitor’s clock. For one-off breaks: lunch, holidays, team training.

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