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Setting Business Hours

Business hours let your AI Agent know when live agents are available to step into a conversation and enables a smooth handover between automated and human support.
1

Locate the Business Hours Settings

Go to Settings in the top right corner, then select Business Hours from the panel on the left.
Business Hours Pn
The ability to set multiple business-hour schedules (for different teams, regions, or channels) is currently in development and will be available in a future update!
2

Set the Schedule

Select which days and times you are available. Untick a day to mark it as fully closed.
Set Hours Pn
Business hours apply only to live human support availability. Your AI Agent will remain active and continue responding at all times, even when your team is offline.

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Setting an Out-of-Office Message

Your out-of-office message is only shown to end users who send a message when no live agents are available and your AI Agent is not active or forwards the conversation.
To set it up:
1

Open the Business Hours Settings

Go to Settings in the top right corner, then select Business Hours from the panel on the left.
Business Hours Pn
2

Set the Out of Office Message

Select Out of office message tab at the top. Turn the message to “On”, then enter the message customers should see when contacting you outside of business hours
Ooo Message Pn
Include your business hours in the message so users know when they can expect a reply. For example, “Thanks for reaching out! Our team is currently offline. We’re available Monday to Friday, 09:00–17:00. We’ll get back to you as soon as we’re online again.”