Operating hours and offline forms: never miss a message again
How to set up a schedule, an offline contact form, and transcript forwarding so every visitor gets an answer.
HHiberChat team · Oct 12, 2026 · 4 min read
Customers don't care what time it is in your office. They care whether someone will get back to them.
Set your schedule
In Settings → Account, define the hours your team answers chats. Outside them the widget shows your offline text and contact form automatically.
Ask for the right details
In Settings → Contact form, choose the fields to collect when you're offline — usually name, email, and the message. You can also require details before an online chat starts.
Forward transcripts
Have HiberChat email a transcript when no one is online, so messages land in your mailbox even if nobody opens the dashboard.
Let the AI cover the gap
On paid plans the AI agent keeps answering questions it can handle at any hour. The offline form catches everything else.