When configuring the Schedule and Chat tabs of your eWebinar, we recommend picking from one of four common approaches — the one that most closely fits what you're trying to accomplish — and using it as a starting point. This is the second of the four scenarios.
To explore all four, see the Schedule + Chat Setup Guide →
What this scenario optimizes for
This model is designed for teams with strict chat response-time requirements (SLA). Sessions only occur when you’re actually staffed to respond and chat expectations match your coverage window.
This is the best fit for teams with a real response-time SLA, high-accountability support environments, or internal needs that make delayed responses unacceptable.
Why this scenario exists
Some teams need more than expectation-setting: they need operational consistency.
This model ensures that attendees only see sessions when your team is available to respond, which reduces the risk of delayed responses.
How it manages chat expectations
Unlike the Recommended Default, this model manages chat expectations primarily through availability controls, not messaging. (Though messaging is still important.)
Hours of operation (in a fixed time zone) are set to match your actual coverage hours so that scheduled sessions, on-demand sessions, and just-in-time sessions only happen when you can reliably respond. (Replays are only available in follow-up emails.)
You should still use a housekeeping script and auto response message to help manage expectations, but the primary mechanism is limiting session availability to your coverage window.
Recommended configuration details
Schedule tab
Event type: Recurring
Scheduled sessions:
- Recurrence: Weekly, Up to five weekdays, Up to 4 times per day within your coverage hours*
- Time zone: Fixed (your time zone)
* Since your schedule is set in a fixed time zone (yours), sessions may appear at sub-optimal times in other time zones.
On-demand sessions: On
Just-in-time sessions: On, On the next quarter hour (or less)
Replays: No (Read guide to replays)
Hours of operation: On, Your actual coverage hours
- Set hours of operation in a fixed time zone: N/A (The time zone is already fixed.)
- Allow on-demand outside hours of operation: No
Chat tab
Chat preferences: Chat for all session types
Note: If you wish to include replay links in your follow-up emails, you may want to only show an Email form (or disable chat altogether) just for replays.
Moderators: Typically a team of people (See best practices)
Moderator notifications:
- Send email for first chat message: Yes
- Send SMS for first chat message: Optional (via Twilio)
- Send email 15 minutes before a session: No
- Slack integration: Recommended, if relevant (Learn more)
Welcome messages: Per best practices.
Auto response: Yes
- Auto response message: Yes (As a failsafe, per best practices)
- Auto response trigger time: 2 - 5 minutes
Alternative configuration for extended support hours
If you offer extended support hours, you may be able to offer your scheduled sessions in the attendee’s local time zone (so they always appear at ideal times of day) and keep full chat coverage.
Below is how your Schedule and Hours of operation would be set up if you wanted to take this approach, using the example scenario below. (All other settings would remain the same.)
Example scenario: Nearly all of your customers are in the continental United States. Because of this, you offer extended support hours (Mon - Fri, 9am - 8pm ET) to cover regular business hours on both coasts.
Scheduled sessions:
- Recurrence: Weekly, Monday - Friday, 11am, 2pm, 4pm, 6pm*
- Time zone: Attendee’s local time zone
* The 6pm session would only appear in Central and Eastern time, because it still falls within your coverage hours.
Hours of operation: On, Mon - Fri, 9am - 8pm
- Set hours of operation in a fixed time zone: Yes (Eastern Time)
- Allow on-demand outside hours of operation: No
This screenshot shows what the actual session times would be in each time zone ( in parentheses).
Tradeoffs
- Attendance may be lower since sessions are limited to your coverage hours.
- You sacrifice flexibility and scale in exchange for strict response-time control.
- Replays are disabled, which reduces access outside coverage hours.
Transition note (for nervous teams)
Unless you have a strict response-time SLA, we do not recommend this model. Most teams can achieve a strong attendee experience with our Recommended Default scenario. That being said, you may want to start with this model until you gain more confidence with eWebinar.