Index
An automated message outside of hours should explain what can be done at that time and how the conversation will be resumed. Promising immediate return without available staff creates an expectation that the operation cannot meet.
How to evaluate this decision
Set calendar, holidays and covered channels. Differentiate information collection from effective resolution. The contact must enter a queue with the person responsible for the next window, preserving context and avoiding repeated messages. Urgent cases require guidance approved by the company, without transforming the chatbot into an emergency channel that does not exist.
Criteria for comparing proposals
- Information: present timetable and available alternative in direct language.
- Registration: collect the minimum necessary and confirm receipt without declaring the problem resolved.
- Resume: forward the conversation and suspend automatic responses when the human takes over.
A scenario to discuss with the supplier
Hypothetical example: Customer writes during a local holiday. Using only the Monday to Friday rule may announce service that will not occur. The calendar needs to reflect the team responsible for the channel.
What to validate upon delivery
Test start and end of working hours, holidays and queue changes. Check that messages received close to the opening are in the same sequence and do not create two independent conversations.
Prepare the conversation about the project
Inform Quantum9 of schedules, teams, urgency policies and data necessary to resume contact. The solution must adjust expectations to actual service capacity.
Conversational commerce · Map the company's priority