The Freshchat widget, also known as the conversations widget, is used to deliver a convenient and contextual conversational messaging experience for customers. 


With Freshchat, you can let your customers know your availability by setting up Business Hours. You can configure an Away message that will auto-reply to your users if they initiate a chat during your offline hours. The Away message can be customized. For example, it can say, “We are currently offline, please drop a line and we’ll get back to you once we are back.” or “We are available from 9 AM to 6 PM PST, leave a message and we’ll get back to you asap.” This will help set the right response expectations with your customers.


Chat messages accumulated over your non-business hours will be available in the New view in the Team Inbox. Agents can pick up and start responding to messages from here the next day. Or you can set up Assignment Rules to route these conversations to a custom view/group/agent. 


You can also enable email notifications for your customers, which will notify them when you reply to their message by sending them a link to the conversation as an email. You can also enable email notifications without configuring business hours.

To hide the widget outside your default business hours, you can follow the below steps:

  • Log in to your Freshchat account and ensure that you set up the default business hours for your Freshchat account. You can find a detailed guide on setting business hours here. 

  • Navigate to Admin >> Web widget >> Choose the right widget >> Appearance >> Position and behavior >> Choose the right messenger visibility and click Save


If you want to hide the widget based on predetermined hours instead of the default business hours, you can utilize the following code snippet:


<script src="https://snippets.freshchat.com/js/freshchat-business-hours.js"></script>
<!-- All the below time stamps are in GMT. This is done in order to have the script work across all regions -->
<script>
var business_hours_config = {
"Sunday": {
from: '03:30 AM',
to: '11:30 AM'
},
"Monday": {
from: '03:30 AM',
to: '11:30 AM'
},
"Tuesday": {
from: '03:30 AM',
to: '11:30 AM'
},
"Wednesday": {
from: '03:30 AM',
to: '11:30 PM'
},
"Thursday": {
from: '03:30 AM',
to: '11:30 AM'
},
"Friday": {
from: '03:30 AM',
to: '11:30 AM'
},
"Saturday": {
from: '03:30 AM',
to: '11:30 AM'
}
};
window.fcSettings = {
onInit: function() {
fcBusinessHours.initBusinessHours(business_hours_config);
},
};
window.fcWidgetMessengerConfig ={
config: {
cssNames: {
//The below element is mandatory. Please do not modify this.
widget: 'custom_fc_frame',
//The below element is mandatory. Please do not modify this
expanded: 'custom_fc_expanded'
}
},
}
</script>
<script src='//fw-cdn.com/1*****7/2*****4.js' chat='true'></script>


Note: To find the tracking code that you need to include before the  tag of the web pages you want to integrate, navigate to Admin Settings > Channels > Web Chat > Click Copy


Frequently Asked Questions:


1. I would like to hide the widget outside my business hours, but I could not find the option:

Please ensure that you have enabled the business hours from the Admin settings. Once enabled, you will find the 'Visible only during business hours' option in the widget settings. 


You can check this setting by navigating to Admin settings > Business Hours > Check if you have enabled default business hours. 


2.  The chat widget is not visible on my website:

It is possible that you may have hidden the widget from your account's Admin settings. To resolve this, kindly navigate to Web Chat, select your widget, choose the Appearance Tab, and under Position and Behaviour, check if the widget is hidden. If it is, kindly make it visible and save the changes. 


3. How to deactivate or disable the widget?

Currently, we can only hide the widget, which essentially stops the incoming chats of your customers who are visiting the website.