After-Hours Handoff

Convor treats operator availability, SLA business hours, and AI Chatbot operating hours as separate settings. For an after-hours visitor flow, configure each operator's real availability and let the chatbot react when no operator is available.

Prerequisites

• At least one operator with a weekly availability schedule.
• AI Chatbot configured if you want an automated after-hours response.
• A staging site or test widget where you can verify the flow before enabling it for visitors.

Step 1: Configure operator availability

Open Team, select an operator, choose Edit, and set Weekly Availability and the operator's timezone. Repeat this for the operators who participate in automatic routing.

These schedules tell routing whether an operator is currently on shift. They are different from Settings → Scheduling → Workspace business hours, which is the window used by SLA policies that count business hours only.

Step 2: Add a no-operator chatbot rule

Open AI Chatbot → Rule-based replies and add a rule with the No operator available condition. Use it for the visitor-facing fallback you want when nobody is available, for example:

• explain that the team is currently offline;
• collect contact details needed for follow-up;
• offer quick replies that help classify the request.

The chatbot rule remains part of the same conversation, so operators can review the visitor's messages and the automated response later.

Step 3: Check chatbot operating hours

Open AI Chatbot → Basics and review Operating hours. These hours control when autonomous chatbot replies are allowed for the selected site. Do not copy your operator schedule here automatically: the chatbot often needs to remain available precisely when operators are offline.

Step 4: Test the handoff

Test a conversation while no operator is available and confirm that the No operator available rule runs. Then verify that the conversation remains visible to the support team with the collected context intact.

Generic Automation rules do not currently provide online/offline transition triggers, an "assign to AI bot" action, or an email-forwarding action. Do not build an after-hours workflow around those actions unless they are added to the product later.

Result

Visitors can receive an immediate, explicit after-hours chatbot response while the conversation stays available for human follow-up. Operator schedules continue to control routing when team members are on shift; SLA business hours and chatbot operating hours remain independently configurable.