Set Working Hours for Conversation AI

You can now set Working Hours for each Conversation AI agent directly in the Infinity3 Platform. Define the days and time periods when an agent should respond, choose which channels follow that schedule, and configure off-hours auto-replies, notifications, tags and follow-ups.

Why it matters

Working Hours keep automated replies aligned with your actual opening times while still acknowledging customers outside those hours. This helps manage expectations, ensures the right team members are notified, and makes after-hours contacts easier to filter and follow up.

• Keep AI responses consistent with your opening times, avoiding confusing 24/7 replies.
• Ensure customers receive an immediate acknowledgement outside hours, with a customised message.
• Flag and notify your team about after-hours messages, and add tags to simplify follow-up work.
• Allow conversations started during opening hours to continue, so ongoing customer interactions are not interrupted.

How to use it

Working Hours are configured per agent. In each agent’s settings you can:

• Enable Working Hours and choose the days and time slots for each day, including multiple slots for breaks or split shifts.
• Select which channels the schedule applies to, for example SMS, Email, WhatsApp, Instagram, Facebook, chat widget and others. Channels not selected continue responding as normal.
• Choose whether the schedule runs in each contact’s local timezone or your business timezone.
• Set an off-hours auto-reply, and personalise it using supported custom values.
• Configure email notifications to admins, users, assigned users, selected team members, or custom addresses when messages arrive after hours.
• Automatically add tags to contacts who message outside working hours to make them easy to find and follow up with.
• Enable an automatic follow-up to be sent when business hours resume, provided the customer has not already received a reply from the agent or a team member.

Additional notes:

• Working Hours are optional. If not enabled, the agent will continue to respond at any time.
• Off-hours auto-replies, notifications and tags trigger once per closed period, so customers will not receive repeated acknowledgements while you remain closed.
• Conversations that start during working hours can continue after closing time until they become inactive.
• Suggestions in Suggestive Mode can still be generated after hours for your team.
• If you use other follow-up scheduling, an agent’s Working Hours take priority for the channels included in that agent’s schedule.
• Agents can be manually activated outside their Working Hours from the conversation panel when needed.