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Conversation AI

How to set the hours when Conversation AI replies and what it does after hours

Turn on Working Hours in Settings › Labs. Then, in AI Agents › Conversation AI, open the agent › Deploy tab › Working Hours, turn on Active Hours, pick the channels, timezone, days and times, and the after-hours options (auto-reply, team alert, tag, follow-up). Save.

Updated on

Before you start

  • Have the agent created in AI Agents › Conversation AI with its channels connected.
  • The feature lives in Labs: you need to enable it before it appears on the agent.
  • Hours are set per agent: different agents can follow different schedules.
Where to find it

AI Agents › Conversation AI › Agents List › (open the agent) › Deploy › Working Hours

Step by step

Enable the feature

  1. Open Settings › Labs.
  2. Search for Working Hours and turn it on.

Set the agent's hours

  1. Open AI Agents › Conversation AI › Agents List and click the agent.
  2. Open the Deploy tab and choose Working Hours.
  3. Turn on Active Hours.
  4. Pick the channels that follow the schedule (SMS, email, WhatsApp, Instagram, Facebook, chat widget, live chat, TikTok). Unselected channels keep replying as before.
  5. Choose the timezone: the contact's or your business's.
  6. Select the days and set each day's start and end time. Add more than one time slot on a day for breaks or split shifts.

Decide what happens after hours

  1. Continue Ongoing Conversations: the AI finishes a conversation that started during working hours, until it goes inactive.
  2. Off-Hours Auto-Reply: write the message the customer receives (for example, "Thanks for your message, we reply from 9 AM").
  3. Team Notifications: choose who is alerted when a message arrives after hours.
  4. Contact Tags: apply a tag to anyone who writes after hours (useful for lists and workflows).
  5. Follow Up When Business Hours Resume: the AI picks the contact back up when hours resume, if nobody replied in the meantime.
  6. Review everything and click Save.

Tips

  • Use the contact's timezone if you serve customers in different countries; use the business timezone if everyone is in the same one.
  • In Suggestive Mode, the AI keeps suggesting replies to your team after hours; it just doesn't send them.
  • Your team can manually activate the agent on an after-hours conversation from the conversation panel when there's an exception.

Common problems

  • I don't see the Working Hours option on the agent → The feature isn't enabled in Settings › Labs. Turn it on and go back to the Deploy tab.
  • The AI replied after hours → The channel isn't selected in the schedule, or the conversation started during hours with Continue Ongoing Conversations on. Review the channels and the option.
  • The AI stopped mid-conversation at closing time → Turn on Continue Ongoing Conversations.
  • Customers get no reply at all at night → Turn on the Off-Hours Auto-Reply and write the message.

Frequently asked questions

I also have Followup Hours set in Advanced Follow-Up. Which one wins?

For channels included in Working Hours, the agent's Working Hours take priority.

What if I don't turn on Working Hours?

The agent keeps replying at any time, as it was configured.

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