Yaplet ties agent availability directly to shifts. An agent is considered online and available for new conversations when they are actively clocked into a chat-available shift type. This means you set "business hours" by defining what shift types exist and when agents are expected to clock in — not through a separate business hours calendar.
How online status works
Each shift type has a Chat available flag:
- On (Chat Duty) — Clocking into this shift type puts the agent online. They receive new conversations, appear as available to visitors, and count toward the auto-assign pool.
- Off (Other Work) — Hours are tracked but the agent stays offline. Useful for training, administrative tasks, or back-office work that shouldn't trigger chat routing.
To create or edit shift types, see Set up shift types and pay multipliers.
Setting expected hours
Yaplet does not enforce mandatory clock-in times. You define business hours operationally: coordinate with your team on which shift types to use and what hours are expected, then rely on the shift reports to verify coverage. See Read agent time reports for how to review coverage.
What visitors see outside business hours
When no agent is clocked into a chat-available shift, the widget shows an offline state. You can configure the offline message in Settings → Widgets → [widget] → Chat settings. Visitors can still leave a message, which will appear in the inbox for your team to answer when they're next online.
Per-agent availability
Each agent controls their own clock-in from the inbox. They pick a shift type, and their online status updates immediately. Admins can see which agents are currently clocked in from the Time management → All shifts view.