Follow these steps
Use the workspace and website that you intend to configure.
- Open AI agent and find Availability and handoff.
- Choose the correct time zone, enabled weekdays and opening and closing times.
- Set the expected reply time and the waiting time before escalating a handoff. Save availability.
- Test a request for a person inside and outside your team’s hours.
What to check
Office hours describe your team’s availability. They do not guarantee a teammate is actively watching every conversation.