Business hours and SLA targets

Offer live chat only while you are open, tell visitors when you are back, and track reply and resolution targets.

Set the hours once; the chat and the SLA targets both follow them.

This guide is about Zinn® Chat Pro. Every Pro plan starts with a free trial.

Set your hours
In Settings, Hours and SLAs, tick Use business hours, set the time zone and each day's hours (for example 09:00-17:00, or 09:00-12:30, 13:30-17:00), and list the dates you are closed.
What visitors see
Outside your hours Talk to a person is not offered, and the chat says when you are back and offers to take a message.
Set SLA targets
Tick Track response and resolution targets and set, for each priority, the hours to the first reply and to solving it. Count only business hours if you like. The AI can set the priority of new tickets from their urgency.
Follow them
Each ticket shows how long is left or how late it is. A missed target alerts the team once, by email, Slack, Teams, Telegram, push or webhook.

Targets are checked every five minutes in the background, and each missed target is alerted only once.

Set your hours