This article explains why conversations can be delivered to an agent even if the "Assign Outside Hours" option is disabled in the group.
🤔 Frequently Asked Question or Initial Context
Sometimes, despite having defined a specific schedule and disabling off-hours assignment, you'll notice that chats continue reaching agents. This is not a system error, but a consequence of the interaction between group rules and the real-time status of your collaborators.
In this article, we clarify that if a conversation enters outside of hours but detects agents in assignable status, the system will prioritize immediate attention over the time restriction.
🛠️ Troubleshooting: Step by Step
Verify the schedule configured in the group: Go to the Groups section and make sure the service hours are correctly defined.
Review the "Assign Outside Hours" option: Within the group settings, confirm that this checkbox is disabled.
Check the status of agents: If an agent was online and in assignable status (available), the system will automatically deliver the chat to them, ignoring the group's schedule.
✅ Solution
Change to "Not Assignable" status at the end of shift: To prevent the system from distributing chats outside of hours, it is essential that agents change their status to "Not Assignable" or "Offline" as soon as their workday ends. The system respects human availability above any other rule.
📝 Additional Notes
Schedule rules are applied at the group level to leave messages in queue, but have no effect if there is an active and available agent within that group.
This logic is intentional: it ensures that if someone is working, the customer receives a response without friction or unnecessary waits.
💡 Practical Example / Use Case
Scenario: The Sales group provides service from 08:00 to 17:00 and has off-hours assignment disabled. However, Francisca logged in at 18:30 and left her status as online. A customer wrote at 18:35 and the chat was routed to her.
Diagnosis: Although the group's service hours ended, the system detected Francisca's technical availability and prioritized customer attention.
Solution Applied: Francisca was instructed to change her status to not assignable when closing her workday, ensuring that evening chats remain in queue for the next day.
☎️ When to Contact Support?
Contact support if:
The system assigns conversations outside of hours when absolutely no one is in assignable status.
You cannot identify the cause of unexpected assignments despite the entire team being shown as disconnected.
Human availability always comes first! 🚀
Even if you set a strict schedule for your groups, the system will prioritize immediate attention if it detects an agent in "Assignable" status. For your schedule rules to work perfectly, create a habit in your team to change their status to "Not Assignable" or disconnect completely at the end of their shift. This will ensure that customers outside of hours follow the correct flow and nobody receives chats during their free time. ✅