🕒Hours & Offline Mode

Operator AI lets you define business hours and customize how conversations are handled outside of working times — ensuring customers are always acknowledged.


🕒 What Are Business Hours?

Business Hours define when your live team is expected to be online. During these hours, Operator can behave differently compared to after-hours.

✅ Business Hours help you:

  • Route conversations differently during work vs off-hours

  • Set customer expectations automatically

  • Capture leads even when no one is online


🛠️ How to Set Your Business Hours

  1. Log into your Operator AI Dashboard.

  2. Go to Settings → Business Hours.

  3. Define:

    • Your Timezone

    • Your Working Days (e.g., Monday–Friday)

    • Your Start and End Times (e.g., 9:00 AM – 6:00 PM)

✅ Business Hours are customizable per Operator if you run multiple accounts or teams.


🌙 What Happens Outside Business Hours?

You can define custom Offline Behavior during off-hours:

Offline Setting
What It Does

Auto-Reply Message

Instantly informs customers you're currently offline.

Lead Capture Mode

Collects names, emails, and issues to follow up later.

Agent Unavailable Routing

Skips live agent handoff steps during off-hours.

Queue for Later

Optionally queue conversations for agents when they return.

✅ You decide whether to gently delay, capture, or escalate offline conversations.


🎯 Best Practices for Offline Customer Experience

Tip
Why It Matters

Set clear auto-replies

Manage customer expectations right away.

Capture key info upfront

Ask for name, email, and reason for contact.

Offer alternate contact options

(Optional) Provide emergency numbers or self-service links.

Review queued conversations quickly

Don't let offline messages pile up for too long.

✅ A good offline flow keeps customers happy even when you're asleep.


✍️ Example Offline Auto-Reply

"Hi there 👋 Thanks for reaching out! Our team is currently offline. Please leave your name, email, and message, and we’ll get back to you as soon as possible!"

✅ Professional, friendly, and sets the right tone.


⚙️ How Operator AI Handles Conversations After-Hours

  • Triggers offline auto-replies immediately

  • Captures lead/contact information

  • Tags conversations as "Offline" (optional, for tracking)

  • Queues conversations into the Unified Inbox for agent review

✅ Operator continues working even when your humans are away.


🎯 Next Step

Learn how Operator AI manages fallbacks and default replies to ensure great conversations every time:

👉 Continue to Fallbacks & Default Replies →

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