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Operating hours

This guide explains how to set your bot's schedule for agent handovers. Go to Administration > Operating Hours to define your open/closed times, then use "Online agents count" filters to manage what happens when agents are available or unavailable.

 
This guide explains how to set your bot's operating hours for handling agent handovers. It’s important to note that this has nothing to do with the GPT service or other functionalities. It’s specifically for managing when the bot is open or closed for transferring conversations to your customer service agents.

1. Navigate to the operating hours settings

Go to Administration > Operating Hours.

Click on New in the top right corner to start setting your schedule.

2. Set your operating hours

  • Status: Choose "Open" or "Closed." Keep in mind that if the schedule is set to "Closed," it will override any "Open" schedules. For example, if you're available from 08:00 to 17:00, there's no need to create a separate "closed" schedule for after-hours. However, if you need to block time (e.g., for lunch breaks), you can add a closed schedule during your opening hours.

  • Days of the week: Choose the days your schedule applies to.

  • Start and End Times: Set the start and end time for when you're available—for example, 08:00 to 17:00.

  • Timezone: Select the correct timezone for your operating hours.

  • Schedule used for: Choose if the schedule applies to the company, bot, or a specific skill. We recommend the bot schedule for the best functionality.

3. Set up filters for agent availability

Once you've set your schedule, it’s time to make sure your filters work as expected.

  • What happens when no agents are available?
    When no agents are online or your schedule is closed, you can set a message to inform customers. For example:
    "No human agents are available right now, but I can help you create a ticket."

    To set this up, use the following filter:
    Online agents count = 0 

  • What happens when agents are available?
    When agents are online, you can set a message or filter to collect specific information before handing the customer over. For example, you can ask for their issue or query details. Use this filter:
    Online agents count > 0.

4. Final steps

Once you’ve set your schedule and filters, your bot and agents will be ready to meet your customers at the right times!