Artificial Intelligence · 1 min read
Working Hours for Conversation AI
Working Hours lets you choose when a Conversation AI agent replies to customers. You set the schedule per agent, pick which channels follow it, and choose whether it uses each contact's timezone or your business timezone.
Before you start
- Working Hours is in Labs. Turn it on from Settings > Labs first.
- Each agent has its own schedule.
- Working Hours is optional. If you don't turn it on, the agent replies at any time as it does now.
How it works
- Only the channels you select follow the schedule. Other channels keep replying normally.
- In Suggestive Mode, the agent can still create suggestions for your team after hours.
- If you also set follow-up hours for Auto Follow-Up, the agent's Working Hours take priority.
Set up Working Hours
- Go to AI Agents > Conversation AI and open the agent.
- Open the agent's settings and find Working Hours.
- Turn on Working Hours.
- Choose the days and time ranges when the agent should reply.
- Choose the timezone: the contact's timezone or your business timezone.
- Select the channels that should follow this schedule.
- Choose what happens after hours, then save.
After-hours options
- Don't reply: the agent stays quiet until working hours start again. Your team can still reply.
- Reply when hours start: messages that arrive after hours get a reply when the next working period begins.
Test the agent at different times to make sure it behaves the way you expect on each channel.