Allow Visitors to Leave Live Chat Messages When Your Team Is Unavailable

What it is

Your live chat chatflow can now capture visitor messages when your team is away, at capacity, or outside business hours. When enabled, visitors can reach out at any time, and reps can view and respond from the inbox or help desk once they are available. This is in private beta across all hubs and tiers, and it addresses the regression introduced by the Live Chat Availability Fix rollout in February.

Why it matters

Plenty of teams treat live chat as an async channel, not a strictly real time one, and a chat input that locks after hours throws those conversations away entirely. Giving admins control over when visitors can still reach out restores a behavior teams had built processes around, and the candor about the February regression is worth a nod. The setting is a choice, not a default, so decide deliberately: if your team can keep up with overnight messages, turn it on and route them; if response expectations would suffer, leave the off hours experience pointing to other channels.