Last Updated on March 31, 2025 by Holland Rocha
Managing a customer service team can be challenging, especially when agents are spread across different time zones. Without proper scheduling, conversations may be assigned to unavailable agents, leading to delays and customer frustration. With Shifts now available for Classic Chat, you can control when team members are available for live conversations. This ensures that Smart Assign only routes messages to agents during their scheduled hours. Whether you have a global team or simply want to create more structured support hours, Shifts for Classic Chat gives you the flexibility to optimize coverage and efficiency.
What is Classic Live Chat?
Classic Chat in Re:amaze offers a real-time, live agent experience. Unlike Real Time Chat, which allows ongoing asynchronous conversations, Classic Chat requires both the agent and customer to be online at the same time, creating a synchronized conversation with a clear beginning and end. Once the session ends, it cannot be reopened.
This option is ideal when you want customers to know an agent is available to respond immediately. Classic Chat is only active when team members are logged into Re:amaze on a desktop browser and marked as “Available for Live Chat.” If the customer disconnects or idles for too long, the chat automatically ends.
For flexibility, you can convert a Classic Chat session into an ongoing conversation via Real Time Chat or email if further follow-up is needed.
What Are Shifts and How Do They Benefit Your Team?
Shifts help you manage staff availability more effectively. They ensure that Smart Assign only routes conversations to agents when they are scheduled to work, preventing messages from being assigned to unavailable team members.
With Shifts, you can:
- Automatically assign conversations only to available agents.
- Prevent messages from going to agents who are off duty or on vacation.
- Keep response time tracking accurate by excluding replies made outside of scheduled shifts.
When an agent is on vacation, Re:amaze Smart Assign automatically unassigns them from conversations when customers reply. This ensures that no message goes unanswered and that available agents can step in when needed.
Shifts are an internal tool, meaning customers won’t see them. However, they play a key role in helping teams manage workload distribution and maintain service quality. Now that Shifts are available for Classic live chat, teams using this chat type can benefit from smarter, more efficient message routing.
Enabling Shifts for Classic Chat
Shifts are managed in your personal settings. To enable Shifts for Classic Chat, go to your Personal Settings, find the Shifts section, check “Apply this shift to Classic Chat,” and save your settings. That’s it!
