AI Agent: Default AI Agent — Native Business Hours Setting
Wong Yi Teng
Problem Statement:
- When setting up AI Agent to handle only after-hours conversations (via a workflow), Default AI Agent — a separate, always-on setting — isn't automatically disabled. As a result, AI Agent continues responding during business hours too, even though it was only meant to cover after-hours. There's no native business hours toggle on the AI Agent itself, so this overlap is easy to miss.
Desired Outcome:
- Add a native business hours/schedule setting directly on the AI Agent (including Default AI Agent), so it automatically goes inactive outside the defined hours — removing the need for manual workflow branching.
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Nabilah Binti Salleh
Merged in a post:
Assignment by team according to business hours
Jeraldinn Campaña
Hello, respond.io team. Based on the suggested corrections in the IA Agent configuration, we are told to use the “Assign to Agent or Team” action instead of using a flow.
However, this action has an important limitation: it does not allow you to define the behavior of the assignment according to business hours. For example, we need to configure:
- Within working hours: assign the appropriate team and communicate that an executive will respond to the request.
- Outside working hours: assign the team anyway, but inform the contact that they will be answered at the next available time.
Using a flow, we can validate the schedule and send a different message for each scenario, but when we make the assignment directly from the AI Agent, we lose that control.
We consider it important that the “Assign to agent or team” action allows you to define business hours and configure the message that the contact should receive inside and outside those hours. We appreciate that you can take this need into consideration as an improvement in functionality.
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Nabilah Binti Salleh
Hi Jeraldinn Campaña, thank you for your request.
Great news, this is already achievable as our AI Agents do understand business hours, after your configuration. We've got a document written out to guide you, refer here