Set closed-hours messages for channels
Choose what a customer is sent when they write to a channel outside its hours.
Where to find it
AI agents › Intent playbooks › Closed-hours messages
Open this screen
Steps
- Open AI agents › Intent playbooks and scroll to Closed-hours messages.
- On the channel, press Customise (or Edit for your own message).
- Write the message in Japanese and English, and in Chinese or Korean if you like.
- Press Save. To go back to the platform’s message, press Use the default.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Japanese / English / Chinese / Korean | One message per language; each goes only to customers who write in that language. Up to 1,000 characters each. | — |
| Use the default | Removes your organisation’s message and uses the platform’s again. | — |
Troubleshooting
The channel shows Off: nothing is sent.
Every box is empty, so nothing is sent outside hours. Write a message in at least one language.
Tips
- The card appears only when channels have been set up.
Good to know
- Only managers can change their organisation’s messages.
- The channels themselves are set up by the platform operator.
Related how-tos
- Intent playbooks See what the AI receptionist is told to do for each kind of caller request, and manage the articles, automatic replies and closed-hours messages around it.
- Set automatic replies to inbound messages Answer common messages automatically, and still pass them to a person when needed.
- Set a line's business hours Set when a caller who asks for a person can be put through; outside these hours your AI agent says nobody can come to the phone and keeps helping.