Send a different greeting outside business hours
Give any Send message step a second text for when the inbox is closed, so an after-hours customer hears when your team replies.
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Your Flow Agent's greeting no longer has to sound as if someone is at the shop at midnight. Any Send message step in the Flow Agents designer now takes a second text, Outside business hours, beside its Message, the same option the End step already has. When a chat arrives on an inbox that is outside its business hours, the agent sends that version instead, and the rest of the flow carries on as usual.
How do I send a different greeting outside business hours?
- In the designer, select your greeting's Send message step and write the after-hours version under Outside business hours.
- In the same panel, check the hours under Business hours of this agent's inboxes, and set them with Set hours or Edit if they are missing.
- To test it, open the Playground, click Scenario, and choose the inbox and a pretend time outside its hours.
What else should I know about the after-hours text?
- Leave it blank and the step always sends Message.
- Photos and cards on the step go out with either text.
- Steps that book an appointment, or place or cancel an order, keep their own messages and don't show the box.
- On the canvas, a step with both texts shows them side by side, marked During hours and Outside hours.
