This article covers how to trigger the Out of Hours reply when conversations take place outside of your agents' working hours.
Note - This is a legacy solution, and has been replaced with the more dynamic and flexible solution of Operating Hours, which supports multiple business hours that can be created for a more flexible, personalized approach.
This article covers:
You might want to read about the Out of Hours reply to get the full picture of this feature.
What are Opening Hours?
If you leave it off, only the main reply is used.
❌ Make sure there is an Out of Hours reply under all relevant intents before turning this on to avoid an error. |
When creating these Out of Hours replies you can, for example, remove escalations to agents and opt for creating a ticket instead.
Enabling Opening Hours
To enable Opening Hours:
- Login to Ultimate's Dashboard and select your bot. If you have more than one bot, make sure to select the bot you want to enable this in first
- Go to Settings > Bot Settings > Opening Hours
- Toggle on Use Opening Hours
- Select the timezone your agents to operate in
- Set your opening days and hours
- Click Save
✅ All set! |
Now that the days and hours are defined, conversations starting outside these opening hours will trigger out-of-hours replies. You will need to create Out of Hours replies for each relevant intent. Learn how to do it here.