After-Hours Support
The assistant answers from your knowledge around the clock. What it cannot answer goes to your team's queue, and outside opening hours the customer is told when to expect a person.
The problem
A message that arrives at nine in the evening usually gets either silence until morning or a canned auto-reply that answers nothing. By the time your team opens the Inbox, the customer has often moved on or written twice.
The outcome
How it works
You set your opening hours and an away message. The AI Chatbot answers around the clock, but only from the knowledge you gave it. When it has no answer, it hands the conversation over and the service desk takes it from there.
- Inside hours, the customer gets your normal hand-off sentence and the conversation goes to a person.
- Outside hours, the customer gets your away message instead, for example that you are back at nine tomorrow. The team alert says the message arrived out of hours.
- Alerts reach your people. You choose who is told, by e-mail and as a badge in the Inbox. Alerts are rate-limited so a busy night does not become a flood.
The conversation waits in the queue with the question already written down, so the first person in does not start from nothing. Read how review and hand-off work.
Set hours and away message
Your time zone, opening hours per day and the sentence customers see when you are closed.
Answer from knowledge
The assistant covers what your own material answers, and nothing else.
Queue and alert
The rest waits in the team's queue, and the people you chose are alerted.
Capabilities
AI Chatbot
Answers customers on SMS, WhatsApp, e-mail and a website chat from the text, files and pages you give it, hands over to a person when it cannot answer, and drafts for your approval where you want that.
Service Desk Inbox
Teams and routing rules, assignment, statuses with snooze, internal notes, canned replies, SLA targets counted in opening hours and an agent role that sees only the Inbox — for every channel in one place.
Frequently asked questions
Does the bot stop answering outside opening hours?
No. It keeps answering from your knowledge. What changes is the hand-off: outside hours the customer gets your away message instead of the plain hand-off sentence.
One platform. Every customer interaction.
Replace your patchwork of messaging APIs, CDP and automation tools with a single engagement platform built for scale.
No credit card required · EU data residency · 99.99% uptime SLA