Chats are queueing/ being missed when agents are all in 'suspend' or out of hours. What shall I do?

If chats are queueing when all agents are suspended or out of hours, this could be due to incorrect timezone settings.

The default timezone used by Synthetix systems is UTC (GMT). If clocks have recently changed, please ensure your settings are configured to UTC (GMT) and not BST.

You can do this by navigating to, choosing Preferences and then Language & Region:

If the problem persists, please contact Synthetix support.