The Office Hours feature is one of the most powerful tools available in the Business Package.
It lets your AI Assistant know when your human coaches are available — and lets it take over when they’re not.
This ensures clients always get a reply, even if it’s after hours, on weekends, or during holidays.
🔧 Step 1: Set Up Your Office Hours
Before enabling this feature, you need to set up your office hours.
Go to Settings → Office Hours
You have two options:
Default Office Hours (applies to all coaches)
Team-Specific Office Hours (for teams with different schedules)
If you have different coaches with different time zones or availability, create a Team, assign coaches to it, and configure their unique office hours.
⚙️ Step 2: Configure the AI Assistant Office Hours Settings
Once office hours are defined, go to:
AI Assistant → Settings → General Settings
Scroll to Office Hours Settings
Here you’ll see two key options:
✅ Option 1: Reply Outside Office Hours
Toggle ON: AI Assistant will respond 24/7, even outside business hours, without needing trigger phrases like “Hey coach” or “Hi coach.”
This is ideal if:
You want clients to always get instant help outside office hours
You want to offer 24/7 customer support via AI (again outside office hours)
Your human team doesn’t work nights or weekends
Toggle OFF: AI Assistant will only respond outside office hours if the client uses trigger words.
💬 Option 2: Send Custom Message Outside Office Hours
Let’s say you don’t want the AI to reply after hours but you want to inform your clients that your team is not working. You can enable this setting to send a custom message instead.
For example:
“Thanks for your message! Our team is currently offline. We’ll get back to you during our office hours: Monday–Friday, 9am–6pm.”
You can fully customize this message to match your tone and client experience.
🔁 Recap
Setting | What It Does |
✅ Reply Outside Office Hours | AI replies to all messages outside office hours ignoring trigger phrases words |
💬 Send Custom Message Outside Hours | AI sends a holding message until a human replies (only outside office hours) |
⚠️ Important
This feature only works if:
You’re on the Business Package
You have correctly set your office hours or team schedules
This setting is perfect if you want to:
Reduce response times
Improve client experience
Make your service feel more premium and available