🕒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.

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🕒 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

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🛠️ 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.

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🌙 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.

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🎯 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.

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✍️ 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.

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⚙️ 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.

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🎯 Next Step

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

👉 Continue to Fallbacks & Default Replies →