Settings
Working hours
Tell the agent when your team is around, so it promises callbacks at the right time.
Open the agent's Settings → Working hours and switch on Use team working hours. Choose the days, From and To times and the time zone (an IANA name such as Asia/Dhaka).
What changes outside working hours
- When a customer asks for a person, the AI tells them when your team is back instead of promising a quick reply. The chat still goes to the Helpdesk inbox.
- Message when the team is offline — your own text for that moment. Use
{next}for when you're back, e.g. Our team is offline now — we'll reply {next}. Leave it empty for an automatic message.
The AI itself keeps answering 24/7 — working hours only change what it promises about your team.
Pair working hours with a procedure like Live agent during support hours so the agent only offers a person when someone can actually answer.
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