Each inbox has its own hours. Outside them, customers get your away message and, if you choose, Texa AI keeps answering.
Set an inbox’s hours
- Go to Settings → Inboxes, open the inbox, and open Business hours.
- Turn on Enable business availability for this inbox.
- Choose your time zone under Select timezone, for example Africa/Lagos.
- For each day, turn availability on or off, and set the opening and closing times, or All-Day.
- Write the Unavailable message for visitors, for example: “We’re closed now and open again at 8:00. Leave your message and we’ll reply first thing.”
- Choose Update business hours settings.
A customer who writes outside your hours gets this message once. On the website chat, the hours also show in the chat window.
What Texa AI does after hours
In Texa AI → Agent and inboxes, open the inbox and choose under Outside business hours:
- Texa AI answers; hand-overs wait for the team. Customers get answers at any hour. Anything that needs a person waits for your team to come back, and the customer is told so.
- Texa AI stays quiet; the team replies when back. Only the away message goes out.
Most businesses choose the first, because most questions can be answered at once.
Your own availability
Each person sets themselves Online, Busy or Offline from their picture at the bottom of the menu. Conversations are assigned automatically only to people who are online.