1. Chat Widget Hours 

This setting affects your chat widget icon, your Default Greeting, and enabled playbooks depending on your Targeting display conditions. You can set this up in Settings > App Settings > Drift Widget > Default Widget > Status (here).
As a reminder, enabled playbooks take priority over your Default Greeting.


If you do not want to use the default greeting on your site and ONLY your playbooks, you can toggle the Drift Widget Icon Visibility setting to No visitors.

For your offline/online hours, playbooks must be configured to follow them. You can set this up in your display conditions. The display condition, "when "Drift is Online" (or Offline)", follows the chat widget settings. 

Scroll down on the same page to find the setting to set Drift offline if everyone’s away …
Ready to set it up? Read step by step instructions for hours & targeting settings here!
 

2. Team Hours

You can create different teams of your users, and edit their hours within their settings.

This feature is currently only available on our Premium and above plan.

To access teams, click Organizational settings > Workspaces. Click the workspace that contains the team you want to edit the hours for then click the teams tab and click the team you want to edit. Then select the Hours tab.


 
Drift (app.drift.com) operates in one timezone per Drift account; teammates in a single account without separate Teams in different zones must "convert" based off this timezone
 

3. Individual Status

This is when you manually change your status, as a single agent. You can do this by clicking on your avatar on the bottom of your lefthand sidebar.

Note: This does not affect mode of chat widget.
 

You can track when your users are Available and Away using the User Log feature.

Check out these help docs to learn more about team settings, different user roles and the difference between status vs. mode. 

How this impacts routing

If you use lead routing, you’ll only be automatically added to conversations when you’re “Active”. You won’t be added to any conversations when you’re “Away”. Get more info about Active and Away status here.

Calendar drops used with lead routing do not consider your Active and Away status.
Salesforce routing does not take individual status into account.

A lot of our customers ask us why or why not someone was routed into a conversation when they were online or offline. 

So, to make this decision-making process more transparent, we've made the Routing Audit Log. For more information on the routing audit log please see this doc.

Sometimes, users are marked Unavailable here even when they are online. There are a few possibilities on why this might have happened:

1. Their calendar isn't connected when the bot is supposed to drop a calendar
2. They're already present in the conversation
3. They've reached their conversation limit.

For Premium plan and up, routing fall backs helps take care of those times when you're marked Available but aren't around to respond. 

Learn more about the Team routing fallbacks here .