Add a "Necessary Condition" for "Not Opening Hours" under the heading "Provided that" in your state. Then this state will be used only if that necessary condition is met.
The "Necessary Condition" gives you many ways to customise when a customer sees certain answers. This could be because of what they've asked the chatbot previously, if it's outside of opening hours or if all your agents are currently busy.
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.
How to Make a Chatbot Answer a Certain Way Outside of Your Opening Hours
- Create a state where you want a certain answer based on opening hours.
- Select Add necessary condition under the heading Provided that
- Pick Not Opening Hours and enter your customer service opening hours.
- Your chatbot will now only answer using this state outside of those opening hours.
Tip: Entering Opening Hours
Specify time with the 24-hour clock using four digits divided by a colon (09:05 not 9:05). Days of the week are specified as numbers divided by commas, so if you're open on Monday, Wednesday and Friday, write 1,3,5. Time zone can be specified either as EET or Europe/Helsinki.
Adding a necessary condition in JennyStudio to give specific answers outside of opening hours.