Workflow templates / Routing
Reply after hours and queue for the team
New chats get a welcome in open hours; after-hours messages get an instant reply and wait for the team.
Works with: Any channel
How it works
- A new chat arrives
- In open hours the customer gets a welcome
- Outside them they hear when the team is back
- A note and a person pick it up
Steps in the workflow: Trigger, Condition, Send message, Send message, Internal note, Hand to the team, End.
Who it is for
Brands without 24-hour cover, and brands that reply with simple auto-replies instead of AI.
Good to know
- Where are my hours set?
- On the hours card. Set your opening and closing times before publishing.
- What if AI is on?
- While AI answers a chat, this stays quiet. Turn AI off for the chat or the brand and it replies.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.