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
Log into your Operator AI Dashboard.
Go to Settings → Business Hours.
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:
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
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:
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