On this page
Set office hours
Open Live chat › Chat settings › Office hours and turn on Enable office hours. Then choose:
- the time zone,
- the working days,
- a start and end time.
If the start is later than the end — for example 20:00 to 04:00 — the hours run past midnight into the next day.
With office hours off, the widget simply follows whether any agent is online, all day.
What visitors see outside hours
Outside office hours, or inside them when no agent is online, the widget shows your offline greeting and visitors can leave their email and question. If the AI agent is on, Cubby answers first, and the form appears only when Cubby can’t help.
Marking yourself Online outside office hours doesn’t change what visitors see — the offline greeting is still used. Adjust the hours instead.
Where offline messages go
Offline messages are listed in Chat settings › Offline messages with three statuses: New, Replied and Closed. Reply by email, then mark the message as replied.
Connect a notification channel so you hear about them quickly — see Notifications.
When the monthly quota is used up
If the site has used all of this month’s conversations, new visitors also see the message form instead of a live chat. Conversations that are already open continue normally. See What happens when you reach a limit.
Good offline greetings
- Say when you’ll be back: “We’re back at 9:00 (Berlin time).”
- Say what Cubby can do now: “Cubby can answer questions about shipping and returns right away.”
- Ask for what you need to reply: “Leave your email and order number.”