Where to find these settings
Go to Agents, open your Customer Support or Sales & Lead agent, and choose the When should it reply? step.
Choose when it answers
- Any time. The agent answers every new message straight away. This is the default.
- Only outside working hours. Your team handles working hours. The agent answers the rest of the time.
- If my team has not replied. During working hours the agent waits 5, 15, 30 or 60 minutes and only answers if nobody else did. Outside working hours it answers straight away.
Once the agent has stepped into a chat, it answers follow-ups straight away, so the customer is not left waiting again.
Stay quiet after a teammate replies
When someone on your team writes a reply, the agent steps back so nobody talks over them. Choose 15 minutes, 1 hour or 4 hours, or turn this off. If you turn it off, a customer may get two replies.
Take over, then hand back
In the Inbox, the AI agent card shows what the agent is doing. Use Pause agent for this conversation to take over. When you are done, use Resume agent for this conversation. If the customer wrote in the last 24 hours and is still waiting, the agent answers straight away, with the conversation so far in mind.
Only reply about certain topics
Write your topics in plain words under Only reply about, such as “DPF problems and booking a DPF clean”. Greetings and other topics are left for your team, at any time of day. Once the agent has taken on a chat, it keeps answering that customer. If it is not sure a message is on topic, it answers, because a real customer getting no reply is the worse mistake.