Activity hours and call limits

BOT ACTIVITY HOURS

Note: this section concerns the periods when your bot takes calls. The opening hours you communicate to your visitors are set in your knowledge base (Add documents).

Define the time slots during which your bot is active and available to receive calls. Outside these hours, you can configure a custom out-of-hours message or redirect calls to voicemail.

Hours are configurable per day of the week, allowing you to set different slots for working days, weekends, and public holidays.

TRANSFER TO A HUMAN AGENT

When your bot cannot resolve a request or the client explicitly asks to speak to a human, a call transfer can be made to a phone number you have previously configured.

The transfer can be triggered:

• Automatically: when the bot detects it cannot satisfy the client's request
• On demand: when the client explicitly asks to speak to a human
• On recording of a transfer request: when the bot acknowledges a request for transfer to a human during the call

SERVICE LIMITS

To guarantee service quality and control costs, your venue has capacity limits applied automatically:

• Concurrent calls: the number of calls your bot can handle in parallel (5 by default). Beyond this, additional callers hear a wait message.
• Monthly quota: the maximum number of calls handled per month (500 by default). Once the quota is reached, new calls are redirected to an information message or your transfer number.