Office Hours

Setting office hours is beneficial for managing customer expectations at the beginning of a conversation. But when teams have diverse schedules and varying online availability, expectations may vary.

To edit the default office hours, click on the Default Office hours box, it will display the following dialog where you can set your office hours to your space's timezone by default. You can change them here, ensuring accurate communication of your availability to customers.

If you want to add more office hours, click on the + Add Hours button. To delete, click on the Trash can icon.

Click on the Save button to update the default office hours.

Additionally, you also can set a default message to be sent automatically when the agents are not available. That is, when the customer started a conversation outside of office hours (Message outside office hours field).

The “Outside Office Hours Message” is an automated response that is sent to customers who contact you outside of your specified office hours. This ensures that customers are informed about your unavailability and reassures them that their inquiries will be addressed once your office reopens. By default, it is not activated.

The steps to configure this automatic response are the following:

Enable the Feature: Toggle the switch to turn on the “Message outside office hours” feature. This is located below the section where you set your office hours.
Crafting the Message: In the provided text box, write a clear and polite message that will be sent to customers who contact you outside your office hours.

For example, “Thank you for reaching out to us. Our office is currently closed. Our regular office hours are Monday to Friday, 09:00 AM to 05:00 PM (North Dakota time). We will respond to your message as soon as we are back in the office. Thank you for your patience.”

By sliding the toggle to the left, the message will be disabled and will not be sent.
Save message: Click on the Save button to save the automatic response message.