Overview
On holidays and atypical dates, the behavior of human support (N2) needs to be adjusted. In ClaudIA, this is done directly in the Hub — without manual intervention on the holiday day.
Where is the setting
Access the Hub → select your project → Settings → scroll to the Human Support Schedule section.
The section is divided into two blocks:
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Standard Support Hours — recurring rules by day of the week
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Special Dates and Holidays — exceptions to the standard schedule
Configuring holidays in Special Dates
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Scroll to the Special Dates and Holidays block and click Add special date
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Fill in the fields:
| Field | How to fill |
|---|---|
| Name (optional) | Identifies the date, e.g.: Carnival 2026 |
| Date | The specific day of the holiday |
| Availability | No Human Support for full holiday, or Active Support for reduced hours |
| Schedule | Enable All day for full holiday, or set start and end times for reduced hours |
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Repeat for each day of the holiday (extended holidays = one entry per day)
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Save the configurations
⚠️ Special dates always take priority over the standard schedule. Even if the weekly rule says "Monday to Friday from 9 AM to 6 PM," if that day is registered as a holiday, the special date prevails.
Example — Carnival 2026
| Date | Availability | Schedule |
|---|---|---|
| 02/16/2026 | No Human Support | All day |
| 02/17/2026 | No Human Support | All day |
| 02/18/2026 | No Human Support | All day |
How ClaudIA behaves outside business hours
Beyond the schedule, you can configure what ClaudIA should do when human support is unavailable. This setting is in the Out of Office Support section, just below.
There are two possible behaviors:
| Behavior | What happens | When to use |
|---|---|---|
| Overflow (Resolve as N1 ticket disabled) | Sends the out-of-office message and forwards the ticket to the human queue (N2) | When the customer needs to be attended by a human as soon as the team returns |
| N1 Closure (Resolve as N1 ticket enabled) | Sends the message and closes the ticket without creating a queue | When you want to avoid accumulated queues during the holiday |
💡 Best practices: Always mention the return date in the out-of-office message. Example: "We are on break today. Our support resumes Monday at 9 AM." This reduces reopenings and customer frustrations awaiting replies.
Frequently Asked Questions
Does ClaudIA stop responding on holidays?
No. The configuration affects only human support (N2). ClaudIA continues to operate normally in N1 during holidays unless you manually turn it off in Settings → General.
Can I register multiple holidays at once?
Yes. Add as many dates as you want. Each day requires a separate entry — giving you individual control over each day's schedule.
Can I edit or delete a special date after saving?
Yes. Revisit the Special Dates and Holidays block, edit or delete the entry. The changes take effect immediately for new conversations.
What if the holiday has already passed and the date is still registered?
No problem — past dates are automatically ignored by the system.