Access the care group settings: Go to Configuration>User Management>Groups. Select the care group to which you want to apply the out-of-hours configuration.

Go to Configuration>User Management>Groups.

Select the care group to which you want to apply the out-of-hours configuration.

Verify and adjust the business hours: Make sure that the business hours are set correctly. This is the first step to prevent conversations from being assigned outside of the set hours without being answered. If the hours are not configured correctly, conversations may be assigned outside of business hours and not answered by an agent.

Make sure that the business hours are set correctly. This is the first step to prevent conversations from being assigned outside of the set hours without being answered.

If the hours are not configured correctly, conversations may be assigned outside of business hours and not answered by an agent.

Correctly enable the "Assign out of hours" option: Within the group settings, click on the three vertical dots and select "Edit". Activate the "Assign out of hours" option only if you want the system to assign conversations outside of business hours, otherwise, deactivate it.

Within the group settings, click on the three vertical dots and select "Edit".

Activate the "Assign out of hours" option only if you want the system to assign conversations outside of business hours, otherwise, deactivate it.

Set up appropriate workflows for out of hours: Configure the bot's workflows so that, if there are no agents available outside of business hours, an automatic message is sent to the customer indicating that the team will be available during the next business hours. If you do not have an out-of-hours message configured, the customer may receive an automatic reply, but the conversation will go unattended until the next available shift.

Configure the bot's workflows so that, if there are no agents available outside of business hours, an automatic message is sent to the customer indicating that the team will be available during the next business hours.

If you do not have an out-of-hours message configured, the customer may receive an automatic reply, but the conversation will go unattended until the next available shift.

Review agents available out of hours: If you have the "Assign out of hours" option enabled but do not have agents available to answer those conversations, make sure that the agents assigned to the group can receive conversations out of hours. Otherwise, the conversations will be assigned without being answered, which causes frustration for customers.

If you have the "Assign out of hours" option enabled but do not have agents available to answer those conversations, make sure that the agents assigned to the group can receive conversations out of hours.

Otherwise, the conversations will be assigned without being answered, which causes frustration for customers.

Check the bot's rules for out-of-hours replies: Make sure that the bot is configured to properly handle out-of-hours conversations, either by automatically assigning them or by sending an informative message about availability. Configure the bot's automatic replies to ensure that the customer is informed clearly and concisely about the schedules and service.

Make sure that the bot is configured to properly handle out-of-hours conversations, either by automatically assigning them or by sending an informative message about availability.

Configure the bot's automatic replies to ensure that the customer is informed clearly and concisely about the schedules and service.

Disable "Assign out of hours" if automatic assignment is not desired: If you prefer that conversations outside of business hours are not automatically assigned to agents, disable the "Assign out of hours" option. This will prevent conversations from being assigned but without an agent's attention.

If you prefer that conversations outside of business hours are not automatically assigned to agents, disable the "Assign out of hours" option. This will prevent conversations from being assigned but without an agent's attention.

Make sure that agents are assignable out of hours: If you want conversations outside of business hours to be answered by agents, make sure that the agents are enabled to be assignable outside of business hours. You can review this in the settings of the groups and the schedules of the agents.

If you want conversations outside of business hours to be answered by agents, make sure that the agents are enabled to be assignable outside of business hours. You can review this in the settings of the groups and the schedules of the agents.

Correctly configure automatic out-of-hours messages: If you do not have agents available, make sure that the bot is configured to send an automatic message informing the customer about the business hours and when they can expect a reply. This can be essential to maintaining a good user experience.

If you do not have agents available, make sure that the bot is configured to send an automatic message informing the customer about the business hours and when they can expect a reply. This can be essential to maintaining a good user experience.

Automate assignment when out of hours is enabled: If you enable "Assign out of hours", make sure that the system is configured to assign the conversations to the agents available based on the bot's rules, even when there are no active agents.

If you enable "Assign out of hours", make sure that the system is configured to assign the conversations to the agents available based on the bot's rules, even when there are no active agents.

Create an Out of Hours Quick Reply: For a quick reply to be available as an out of hours message for a group, it must belong to the 'out of hours' category.

For a quick reply to be available as an out of hours message for a group, it must belong to the 'out of hours' category.

Impact on customer experience: If conversations are assigned out of hours, but there is no adequate message explaining the situation to the customer, it can cause confusion. Make sure that all automatic messages are clear and provide useful information about the team's availability.

If conversations are assigned out of hours, but there is no adequate message explaining the situation to the customer, it can cause confusion. Make sure that all automatic messages are clear and provide useful information about the team's availability.

Possible conflicts with other care groups: If you have multiple care groups with different schedules, make sure that the flows do not overlap and that conversations are assigned correctly to each group according to availability.

If you have multiple care groups with different schedules, make sure that the flows do not overlap and that conversations are assigned correctly to each group according to availability.

Periodic configuration review: We recommend periodically reviewing the "Out of Hours" settings to ensure that all settings are working correctly and that no conversations are left unattended.

We recommend periodically reviewing the "Out of Hours" settings to ensure that all settings are working correctly and that no conversations are left unattended.

Groups with the same schedule, configure them from My Company! If all your groups have the same schedule, you can make this configuration from My Company, in the Schedule Configuration section.

If all your groups have the same schedule, you can make this configuration from My Company, in the Schedule Configuration section.

Reset values after a vacation / time off: Don't forget that when you return to your duties, you must revert this out of hours configuration.

Don't forget that when you return to your duties, you must revert this out of hours configuration.

If it is out of hours, they are shown a message such as: "Hello, thank you for writing. Our business hours are Monday to Friday from 9 a.m. to 6 p.m. As soon as we resume activities we will respond 😊"

If it is within business hours, it is referred to the corresponding component (for example, Atom Magic, initial menu or an advisor).

Add a time conditional at the beginning of your flow.

Display a clear and friendly informative message when contacted out of hours.

If you want to continue the conversation once the next business day has started, make sure you have a follow-up template approved by Meta to be able to initiate contact on your side.

If possible, offer the user an alternative, such as leaving their details or choosing to be contacted later.

Automatic out-of-hours messages not sent: If automatic messages are not sent correctly or customers do not receive information about availability, make sure that the workflow is configured to send the appropriate messages.

Inconsistencies in the assignment of out-of-hours conversations: If you experience inconsistent assignments or problems where conversations go unattended, contact support to review the settings and workflows.