Freddy AI's Agent Handoff Experience Outside Business Hours feature enables you to define how your AI Agent handles conversations when customers reach out after your business hours. This ensures smooth and personalized interactions, even when your team is unavailable.

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Key aspects of the feature

  • Seamless Customer Experience: Configure automated actions and custom responses to manage after-hours queries effectively.
  • Flexible Actions: Choose to respond to the query, transfer to a specific agent, or transfer to a group for better handling.
  • Quick Setup: Enable and manage away experience settings with just a few simple steps for instant functionality.
  • Multilingual Support: Automatically detect and respond in the customer’s language for a global user base.

Configure the feature

Here’s how to set up the feature for your AI Agent:

  1. Navigate to your AI Agent > Configure tab > Settings and toggle the feature on.
  2. In the Select Business Hours section, choose the business hours your AI Agent will follow. The default business hours are pre-selected.
  3. Click the Business Hours link to view, edit, or add business hours. 
  4. Under the Execute this action dropdown, select one of the following actions for when a query is received outside business hours:
    1. Send a message and resolve: Automatically send a message to address the query and close it.
    2. Transfer conversation to agent: Make it available for assignment to agents.
    3. Transfer conversation to group: Assign the conversation to a designated group.
  5. Configure the message your AI Agent should send to the customer under the ...and send this message section. You can also add hyperlinks, if necessary.
  6. If you select Transfer conversation to group, use the dropdown menu to choose the group responsible for handling the conversation. You can also customize a transfer message in this section.
  7. Add supported languages under the Supported Languages overlay. The AI Agent will detect the customer’s language and respond accordingly.
  8. Click Save to enable the away experience settings.