Add a Necessary Condition for Not Opening Hours
The Necessary Condition in your intents gives you many ways to customise when a customer sees certain answers. This includes only giving certain replies based on earlier questions the customer asked, or intents that are only valid in a particular date range. In this case we use the condition Not Opening Hours.
Example
Sometimes your customer wants to talk to a human agent after live chat has closed. Your chatbot can help them leave their contact details so that they get a callback when customer service opens. Or it can open a ticket for them in your CRM so that their issue is handled as quickly as possible.
Creating an Out of Hours intent
To create a new intent which uses the Not Opening Hours condition, in Studio:
- Go to the Intents page.
- Click the Add intent button.
- Type a Name for this intent.
- Optionally, add a Public name, Category or Scenario, if needed.
Choose the condition
- In the Provided that section, click Add necessary condition.
- In the Select rule dialog, click to select Not Opening Hours.
Define opening hours
Next, in the condition, define your opening hours:
In both cases, use the format suggested, using two digits for hour and a colon for separator. That is to say use 09:00, not 9.00.
For this purpose, 1 indicates Monday, through to 7 for Sunday. Separate the day numbers with commas.
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- Complete the replies and action for the intent as needed.
- When complete, click the Save button.
This intent will trigger when a customer sends a message to the chatbot outside the specified times.