When to Use
- Your team provides support after hours, and the customer receives an out-of-hours notice during the conversation.
- The automatic notice contradicts the agent in front of the customer: the person responds, and at the same moment, an "we are out of hours" message is sent.
- You want the decision to notify about the end of the shift to be made by the person handling the conversation.
How It Works
What Has Changed
Previously, after hours, the automatic notice was sent after every customer message, regardless of who was handling the conversation.
Now, the notice remains silent while the person assigned to the conversation is connected to the platform.
When the Notice Resumes
- When the assigned person logs out. The notice is sent on the next customer message.
- When the conversation has no one assigned.
What Counts as "Connected"
It is the actual presence on the platform: the person has the Cloud Chat open and active.
The availability selector does not determine this. Marking yourself as available, or having the always available option enabled, does not silence the notice if you are not actually connected. Otherwise, someone who logs out at 6 PM would silence the notice forever.
AI agent assignment does not count. The notice text refers to people, so a conversation assigned to ClaudIA continues to receive the notice normally.
Notes
- Applies to all accounts, with no configuration needed. Nothing needs to be turned on.
- The change only stops sending the message. No account will start receiving notices it didn't before.
- Known case not yet covered: those who support with the Cloud Chat tab closed are not considered connected, so the notice may still be sent over that person, at most once a day. This is mapped as the next step.