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Seven settings decide what happens around your flow — when you are open, who a handoff reaches, what a visitor is told when nobody does, and what closes a conversation. They are set once for the whole account, not per agent and not per widget. Changing any of them takes effect immediately; nothing needs republishing.

Open Chat routing

Settings → Chat routing. The same panel is on the Widgets page.

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1. Business Hours

When your team answers.
Only handoffs are gated. The flow itself replies at all hours, and a chat already with a person is never cut off at closing time. Business hours are not an “our bot is asleep” switch.
Switching this on with no days set would mean closed all week and every handoff refused — a setting that looks enabled and behaves like a blocked queue — so Monday to Friday, 09:00–18:00 is seeded for you.
Holidays are honoured by the runtime, overriding that weekday’s hours, but there is no control for them in the dashboard yet.

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2. When Nobody Is Available

A visitor asks for a person and nobody is marked as taking chats. Rather than leave them in a queue no one is reading, your ticket code runs, they are told, and the conversation closes.

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3. If Nobody Replies

A chat was picked up and then nothing happened. Counted from the visitor’s last unanswered message, so a chat being answered normally never trips it. When it fires: a ticket is raised, the visitor is told, and the chat closes.
With this off, an assigned conversation stays open until somebody ends it. There is no other timer — see Human handoff.

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4. When A Chat Ends

Sent when a teammate ends the chat.
If the flow’s Handoff to a person card has its exit wired, that card runs instead and this message is not used. The flow author has already said what happens next, and two closing messages is one too many.
So this is the wording for handoffs that hand back to nothing — which is the common case.

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5. Show Your Hours In The Widget

A line at the top of the chat. You choose when it appears; the times come from section 1. Leave the text empty for the widget’s own wording, which already reads correctly either way. Write your own and {{hours}} becomes 10:00 AM - 7:00 PM and {{day}} becomes today, tomorrow or a weekday name. Full detail, including why the day label exists, in Appearance and hours.
With business hours switched off nothing is shown, whatever the mode — there are no hours to state.

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6. Note Above “Start A New Conversation”

One optional line on the home screen. Empty by default, and empty renders nothing. Deliberately separate from the hours notice: an account with no business hours may still want to say something there, and an account showing its hours may not.

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7. Raise A Ticket

The Python that creates the ticket, run in all three cases above. It gets a reason of away, closed or unanswered, so one function can write a sensible ticket for each. Contract, worked examples, and what happens when it fails: Raise a ticket.

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Which Message Is Used

The three ticket messages map to the three reasons. Any one left empty falls back to the away message.
If your ticket code fails, a message that quotes a ticket placeholder is replaced with a generic sentence — promising a reference that does not exist reads as “ticket is open”. A message that does not quote one is used as you wrote it. Either way a ticket failed event appears on the timeline in Contacts.

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Next Steps

Raise a ticket

The code, and what it receives

Human handoff

Availability, assignment, ending