Business hours, messages, and tickets
When you're offline or no one is available, customers' requests for a human agent become message tickets that you can pick up the next day.
Business hours
Set weekly support hours and time zone in "Bot settings → Business hours".
- Outside business hours: When a customer requests a human agent, they are not placed in a queue. A message form appears in the chat window (name, email or phone, question).
- Within business hours but no agents are online: Also ask the customer to leave a message.
- On text-only channels such as WeChat, the AI asks the customer in the conversation to leave their contact details and question.
You can write your own prompt above the message form, and it will be automatically translated into the customer's language.
Tickets
Customer messages create tickets that appear on the "Tickets" page. Agents can also convert ongoing conversations into tickets.
Tickets have four statuses: Pending, Waiting for customer, Resolved, and Closed; priorities are Urgent, High, Normal, and Low.
When replying to a ticket:
- If the original conversation is still open, the reply is sent directly into the conversation.
- If the customer left an email address, an email is also sent in the store's name.
- Internal notes are visible only to your team.
Time limits
Each priority has default first-response and resolution time limits, which you can change in "Bot settings":
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 1 hour | 8 hours |
| High | 4 hours | 24 hours |
| Normal | 8 hours | 72 hours |
| Low | 24 hours | 7 days |
Tickets that are nearing their due time or overdue will alert the assigned support agent, and can also be sent to the team group chat. See Reminders and group bots.
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