How to set operator working hours and what customers see when the operator is offline: the Operator section in Binom
The operator's working hours in Binom are set in Settings → "Operator": days of the week, start and end times, and time zone. Outside these hours, the customer sees that the operator is offline and can leave their contact details, while Binom keeps answering on its own. The operator call sound is also configured here.
How to set up the operator's schedule
- Open Settings → the "Operator" section.
- Enter the "Operator name": this is how the operator will be presented to the customer.
- Select "Operator working days".
- In the "Working hours" block, set "Work start" and "Work end" and select "Time zone". If your operators work around the clock, turn on "Available 24 hours".
- In the "Sound" block, select the "Operator call" sound and the volume; the "Play sound" button plays the alert.
- Save the settings.
What the customer sees when the operator is offline
During working hours, the customer sees "Operator online". Outside those hours, they see the message: "Operator offline. Leave your name, email, and your question. We will get back to you between 9:00 and 18:00 CET." The time in this message comes from your "Operator" settings: 9:00-18:00 CET is the default until you set your own. Binom continues to answer questions on its own during this time.
How to check
Open the public chat outside working hours (or temporarily move the "Work start" time) and ask to speak with a person. The message "Operator offline" should appear.
Frequently asked questions
How do I set up a message for customers outside working hours?
Set the working days and hours in Settings → "Operator": outside these hours, the customer will automatically see "Operator offline".
How do I find out about an operator call if I'm not in the dashboard?
Turn on notifications by email or in Telegram: how to set up notifications.
