Working Hours for Conversation AI agents

Conversation AI agents can now follow a working-hours schedule, so they respond only during the days and hours you set and handle after-hours messages with an auto-reply, notifications, tags, and a follow-up when business hours resume.

Working Hours is configured per agent and is optional — if it is not enabled, the agent continues responding at any time. For each agent you can:

• Set working days and hours, with different hours per day and multiple time slots for breaks or split shifts.

• Choose which channels follow the schedule — SMS, Email, WhatsApp, Instagram, Facebook, Chat Widget, Live Chat, or TikTok. Channels you do not select keep responding 24/7.

• Run the schedule on the contact's local timezone or the business timezone.

• Let a conversation that started during working hours continue after closing time until it becomes inactive.

• Send an Off-Hours Auto-Reply with a custom message that can use supported custom values.

• Send email notifications about after-hours messages to admins, users, assigned users, selected team members, or custom email addresses.

• Automatically tag contacts who message outside business hours.

• Send a follow-up when business hours resume, unless the customer already received a response from the agent or a team member.

The Off-Hours Auto-Reply, notifications, and tags trigger once per closed period, not for every after-hours message. In Suggestive Mode, suggestions can still be generated after working hours. When Followup Hours is also configured for Advanced Follow-Up, the agent's Working Hours takes priority for the channels in the agent's schedule. Agents can still be manually activated outside their Working Hours from the conversation panel.

See Conversation AI bot explained for how agents are configured.