Working Hours for Conversation AI

We're introducing Working Hours for Conversation AI, giving businesses more control over when their AI agents respond to customers.

You can now set specific working days and hours for each agent, choose which channels follow those hours, and decide what happens when a customer reaches out after business hours. This keeps your AI aligned with your actual operating hours, while still making sure after-hours customers are acknowledged and followed up with.

What's New?

1. Flexible Working Hours for each agent
Choose the days and times an AI agent should actively respond. Set different hours for each day, and add multiple time slots to account for breaks or split shifts.

2. Choose which channels follow Working Hours
Apply the schedule only to selected channels — SMS, Email, WhatsApp, Instagram, Facebook, Chat Widget, Live Chat, or TikTok. Unselected channels continue responding 24/7.

3. Use Contact or Business Time Zone
Run the schedule based on each contact's local time zone, or your business's time zone.

4. Continue ongoing conversations after hours
If a conversation started during working hours, the agent can keep replying after closing time until the conversation goes inactive.

5. Send an Off-Hours Auto-Reply
Automatically acknowledge customers who message outside working hours, with a custom message you can personalize using supported custom values.

6. Notify your team about after-hours messages
Send email notifications to admins, users, assigned users, selected team members, or custom email addresses.

7. Automatically tag after-hours contacts
Apply selected tags to contacts who message outside business hours, making them easy to identify, filter, and follow up with.

8. Follow up when business hours resume
Automatically send a follow-up when the business reopens, if the customer hasn't already received a response from the agent or a team member.

Additional Notes

• Working hours is optional. If disabled, the agent continues responding at any time, as it does today.

• Working hours applies only to the channels you select. Other channels continue working normally.

• The off-hours auto-reply, notifications, and contact tags trigger once per closed period, so customers won't get repeat acknowledgements for every message sent after hours.

• The business-hours follow-up is skipped if the customer has already received a response from the AI agent or a team member.

• In Suggestive Mode, suggestions can still be generated after working hours for your team.

• If follow-up hours are also configured for advanced follow-up, the agent's working hours takes priority for the channels included in its schedule.

• Agents can still be manually activated outside their working hours when needed, via the conversation panel.

• Working hours are configured per agent, so different agents can have completely different schedules.