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How to set up out-of-hours message for N2 (human team unavailable)

Last updated on Apr 13, 2026

⏱️ Human Support Hours

The system uses scheduling rules to automatically toggle the availability of human support. This configuration is made directly in the Hub interface by selecting days of the week and time slots.

The setup is divided into two sections: Standard Support Hours and Special Dates and Holidays.

📅 Standard Support Hours

Define recurring rules by day of the week for human support. When adding a rule, you choose:

  • Apply on: with predefined options — Monday to Friday, Saturday, Every day, or Custom (where you select days individually)

  • Availability: Active Support or No Human Support

  • Time: set start and end times, or mark Whole day

You can add multiple rules. For example: one rule for Monday to Friday from 9 AM to 6 PM, and another for Saturday from 9 AM to 12 PM.

🎄 Special Dates and Holidays

Register exceptions to the standard schedule — such as holidays, events, or any atypical days. For each special date, you define:

  • Name (optional): to identify the date (e.g.: "Carnival 2026")

  • Date: the specific day

  • Availability: Active Support or No Human Support

  • Time: set a specific period or mark Whole day

It’s possible to register multiple special dates at once. Special dates always take priority over normal hours.

Example — Carnival 2026:

  • 02/16/2026 — No Human Support — Whole day

  • 02/17/2026 — No Human Support — Whole day

  • 02/18/2026 — No Human Support — from 9 AM to 2 PM

🔁 How availability impacts support

Scheduling configuration influences three distinct behaviors of Claudia:

  1. Forward to a human agent (N2) without showing an out-of-hours message

  2. Send an out-of-hours message and transfer the ticket, informing that support will resume at the next available time

  3. Send an out-of-hours message and resolve in N1, avoiding unnecessary queues

1. Out-of-hours without transfer message

Forwards to N2 without notifying the customer about being out of support.

2. Out-of-hours with transfer

Notifies the customer that they are in the queue and will be attended to at the next available time.

Example message:

"I’ve received your message 😊 Our team will respond as soon as they are online. Our support hours are Monday to Friday, from 9 AM to 6 PM."

3. Out-of-hours with N1 closure

Ends the support interaction without creating a queue, asking for a callback during business hours.

Example message:

"I see that your request requires a specialist, but we are offline. Please return during business hours: Monday to Friday, 9 AM to 6 PM (excluding holidays)."

🧠 Best practices

  • Always include unavailable days and next support hours in the out-of-hours message

  • Align message type with configured behavior:

    • Transfer → clearly state that customer is in a queue

    • N1 closure → clearly state that they should return

  • This reduces reopenings and frustration

  • When configuring extended holidays, register each day as a separate special date — this gives you individual control over each day's schedule