Define operating hours rules

The “Operating Hours” setting specifies the time intervals when human agents are available. When enabled, agents can only receive messages from visitors during scheduled hours, reflecting the company's working hours. Outside of these time intervals, conversations can be managed by virtual agents only.

To enable operating hours, check the relevant section box and select the time zone you want to refer to. Then, choose the days and hours your agents will be available, with the possibility to define up to two time intervals per day.

Once the operating hours are set, it is possible to use the “If operating hours” block in the flow editor. This block allows to define a behaviour in case of the current time falls within the operating hours and another one in case of it does not.

It is also possible to configure a specific message for non-working hours that can be used by the BOT to respond to visitors (see “Translations” section under “Widget” menu).