Define your teams' availability to answer to the user/guests' queries
- The main objective of having a chatbot is to be able to provide automatic answers to your user/guests requests/questions, 24 hours a day, every day.
- However, if the chatbot does not know or understand the user/guests requests/questions or is not trained to provide the answer (FAQ not filled in), the conversation will have to be transferred to the console.
- You can define a working schedule for your agents to answer to the requests ans we strongly recommend to do it to manage the user/guest expectations on how they will obtain a reply from your team.
Only applicable for clients that have an hybrid solution, where conversations are transferred to the console as a "fallback". If you have a solution 100% automated, this article is not applicable.
How to change the working hours?
- Access the "Chatbots" menu in the console - here
- Select the chatbot you want to change the availability
Please note: The availability of each chatbot is independent. You have to change it per chatbot.
- Click on "Availability"
- Basic subscription: You only have access to changing the working hours globally
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- Pro, Premium & Entreprise subscriptions: You can choose if you want to change the working hours globally or per property
Make sure the Timezone is the correct one, according to your property/properties location
- Define the schedule and days of the week (according to your timezone) and change the working message in each language
You can add more than one schedule, as well as different messages accordingly:
To add different schedules click on the button 
- Edit your closing time message, according to the schedules you have chosen before
- Press the button "Save changes"