If you cannot see this option in your AI agent deploy tab, the setting may need to be enabled first. Please reach out to us via the chat feature in your account or by email at team@zipleads.com.au to have this enabled.
Working Hours gives you control over when your Conversation AI agents actively respond to customers. Instead of replying 24/7, you can set specific working days and hours for each agent, choose which channels should follow those hours, and configure what happens when customers reach out after business hours.
This feature helps businesses align AI agent availability with their actual operating hours while still acknowledging and following up with customers who message outside those times.
Working Hours is optional. If you do not enable it, your agent continues responding at any time as usual.
Select AI Agents from the left hand side menu → Conversation AI, select the agent you want to adjust working hours for:
Navigate to the Deploy tab and select Working Hours:
Toggle Active Hours on to activate the Working Hours feature for this agent:
Select which channels should follow the Working Hours schedule. Channels not selected continue responding 24/7 (if they are enabled in your deploy tab):
Select Business Timezone to use your account timezone for all contacts or contact timezone to use the contacts timezone :
Configure the days and times when the agent should actively respond. You can set different hours for each day and add multiple time slots per day to accommodate breaks or split shifts:
Optionally, configure after-hours behaviour including ongoing conversations, auto-replies, team notifications, contact tags, and follow-up messages. See the next section for details:
After-Hours Options:
1. Continue Ongoing Conversations
Allow the agent to keep replying after closing time if a conversation started during working hours. The agent continues until the conversation becomes inactive.
2. Off-Hours Auto-Reply
Automatically acknowledge customers who message outside working hours. Add your own custom message and personalize it using supported custom values. The auto-reply is triggered once per closed period.
3. Team Notifications
Send email notifications when customers message after hours. Choose recipients from admins, users, assigned users, selected team members, or custom email addresses. Notifications are triggered once per closed period.
4. Contact Tags
Automatically add selected tags to contacts who message outside business hours. This makes it easier to identify, filter, and follow up with after-hours contacts. Tags are applied once per closed period.
5. Follow Up When Business Hours Resume
Automatically send a follow-up message when business reopens if the customer has not received a response from the agent or a team member. This ensures no after-hours inquiries are left unattended.
