1. After-Hours Options
Option 1: Full 24/7 AI (Recommended)
AI handles all calls identically
Books appointments, answers questions
Option 2: Limited After-Hours
AI provides info but doesn't book
"We're closed, but I can tell you about our services..."
Option 3: Message Mode
AI takes a message: name, number and reason
You get it by e-mail or SMS
Option 4: Emergency Only
AI transfers urgent calls to an emergency number
Non-urgent: take a message
Options 2-4 are set with Improve Agent rules.
2. Configuring After-Hours Behavior
Step 1: Make Sure Your Hours Are Known
From your website or an uploaded document
Step 2: Go to Improve Agent
Step 3: Add a Rule
e.g. "Outside 9am-6pm on weekdays, say we're closed and offer to take a message"
Step 4: Add It to Each Channel
Phone calls, website chat and voice chat have separate rules
Step 5: Test in Real-time Chat
Frequently Asked Questions
Which option should I choose?
Full 24/7 AI service for most businesses. The main benefit of AI is never missing calls - limiting after-hours defeats the purpose.
Can AI mention we're closed but still help?
Yes! Add an Improve Agent rule such as: "When the office is closed, say so, then offer to schedule a callback or answer questions."
