Home Conversation Closure: Handover (N2) and Retain (N1) How to configure the out-of-hours message and human team unavailability (N2)

How to configure the out-of-hours message and human team unavailability (N2)

Last updated on Jul 05, 2026

When to use

  • You need to set up the default human support hours (weekdays, Saturday, etc.)
  • You want to register special dates and holidays with different rules
  • You want to understand the 3 ways ClaudIA can behave outside business hours

Prerequisites

  • Administrator access to the project's Hub

About this article

The system uses schedule rules to automatically switch human support availability. The configuration lives in ClaudIA → "Configurações" → "Transferência" → "Disponibilidade humana" (Settings → Transfer → Human availability), with two blocks: "Horário de atendimento padrão" (Default support hours) and "Datas especiais e feriados" (Special dates and holidays).

Times follow the time zone configured in the project (default: Brasília time).

Details

Default Support Hours ("Horário de Atendimento Padrão")

Define recurring rules per day of the week. When adding a rule:

  • Aplicar em (Apply to) — Monday to Friday · Saturday · Every day · Custom (select the days individually)

  • Disponibilidade (Availability) — Atendimento Ativo (Active Support) or Sem Atendimento Humano (No Human Support)

  • Horário (Hours) — set a start and end time, or check Dia todo (All day)

You can add multiple rules. E.g.: one for Monday to Friday from 9 AM to 6 PM, another for Saturday from 9 AM to 12 PM.

Special Dates and Holidays ("Datas Especiais e Feriados")

Register exceptions to the default hours (holidays, events, atypical days). For each date:

  • Nome (Name) (optional) — identifies the date (e.g.: "Carnival 2026")

  • Data (Date) — the specific day

  • Disponibilidade (Availability) — Atendimento Ativo (Active Support) or Sem Atendimento Humano (No Human Support)

  • Horário (Hours) — a specific period or Dia todo (All day)

Special dates always take priority over the default hours.

Example — Carnival 2026

Date Availability Hours
02/16/2026 No Human Support All day
02/17/2026 No Human Support All day
02/18/2026 No Human Support from 9 AM to 2 PM

How availability impacts support

The configuration influences 3 distinct behaviors of ClaudIA:

1. Within business hours: normal transfer

With humans available, the transfer to N2 happens normally, without any out-of-hours notice to the customer.

2. Outside business hours: out-of-hours message + handover

With no humans available, ClaudIA sends the out-of-hours message configured in the project and hands the ticket over, and it waits in the queue until the team is back.

The out-of-hours message is a fixed text, written by you — ClaudIA does not calculate or automatically inform the next available time. If you want the customer to know when they will be served, include the hours in the text itself (e.g.: "Our team is available Monday to Friday, from 9 AM to 6 PM. As soon as we're back, we'll reply right here!").

3. Outside business hours: message + resolve in N1

Avoids unnecessary queues: instead of handing the ticket over, ClaudIA sends the out-of-hours message and closes the ticket in N1. In this case, the closure appears in the reports with the out-of-hours reason.

Notes