Set up holidays in the chat to define dates when service will be paused or follow special hours.
By configuring this, the system correctly informs both customers and bots of unavailability, preventing unnecessary queues and wait times.
Important: This feature is available to Administrators with permission to access chat settings.
Where to find it
Go to Customer Support / Service
Click on Settings
Navigate to the Conversation Settings tab
Under Holidays, click Manage.
You're all set! On this screen, you can:
Create new holidays
Edit existing holidays
Delete holidays
Search and sort records
How to create a holiday
Click Create new holiday
Fill in the following information:
Holiday Name: Internal identification.
Date or Period: When the holiday occurs.
Time zone: Reference for the configured hours.
Repeat annually: Enables automatic recurrence.
Holiday Service: Enables the definition of service hours during the holiday, if applicable.
Send automatic absence message: Triggers an automatic message when no one is available to assist.
Available to all groups: The holiday applies to all service groups. If disabled, you can select specific groups.
Done! Once finished, your holiday will appear in the list.
💡 Best Practices:
🏷️ Use clear names (e.g., Christmas, Local Holiday).
💬 Always set up an absence message to manage customer expectations.
🔁 Review recurring holidays at the beginning of each year.
Important Information
Time Validations: The start time must be earlier than the end time. The interval must fall within service hours; otherwise, the system will not allow you to save.
Message Priority: The message configured for the holiday takes full priority, overriding any standard "out of office" automatic messages.
Recurrence Enabled: The holiday repeats every year, considering only the day and month.
Group Application: By default, the holiday applies to all groups. If disabled, you must select at least one group.
Bot Behavior: If a bot attempts to hand over a chat during a holiday with no service, the system will return an "unavailable" status and the hand-off will not occur.
Unavailable Features: There is no automatic integration with calendars (Google/Outlook), no option to import holidays via file or API, and no visual customization for the holiday screen.