- AI-Agent
- Ready to Run
Answer After-Hours Questions
Answer website chat questions with help articles after hours
Use this Agent instantly or customize it - no programming needed
- Visitor questionVisitor question
Your visitor's first message gives the question this run answers.
- Chat historyChat history
Earlier messages in the conversation give context for your visitor's question.
- Approved help articlesApproved help articles
Your published help articles provide the approved facts and public links for replies.
- Staffed hoursStaffed hours
Your support schedule determines when new visitor questions enter this flow.
- Support teamSupport team
Your chosen support team receives chats that need a human check.
Your website support chat provides visitor chats and published help articles, then shows replies and staff handoffs.
- Visitor replyVisitor reply
Your visitor sees a sourced answer or a clear expectation that staff will follow up.
- Staff handoffStaff handoff
Your team gets an internal note on the open question and an assigned chat to review.
- Visitor replyVisitor reply
Your visitor sees a sourced answer or a clear expectation that staff will follow up.
- Staff handoffStaff handoff
Your team gets an internal note on the open question and an assigned chat to review.
- Visitor replyVisitor reply
Your visitor sees a sourced answer or a clear expectation that staff will follow up.
- Staff handoffStaff handoff
Your team gets an internal note on the open question and an assigned chat to review.
- Visitor replyVisitor reply
Your visitor sees a sourced answer or a clear expectation that staff will follow up.
This Agent reads a new website chat outside the hours you set. It checks current help articles, then replies with a supported answer and link. If guidance falls short, it acknowledges the question and leaves your team a handoff.
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ZoomUsed as:
- Website support chat
Zoom provides visitor chats and published help articles, then shows replies and staff handoffs.
BrevoUsed as:
- Website support chat
Brevo provides visitor chats and published help articles, then shows replies and staff handoffs.
IntercomUsed as:
- Website support chat
Intercom provides visitor chats and published help articles, then shows replies and staff handoffs.
Zoho DeskUsed as:
- Website support chat
Zoho Desk provides visitor chats and published help articles, then shows replies and staff handoffs.
Made for your industry
Answer After-Hours Questions is made for businesses in these industries.
- Retail
Answer shoppers' after-hours questions using store help articles.
Show all Agents for the Retail industry - Software
Answer users' overnight product questions with help article links.
Show all Agents for the Software industry - Hospitality
Answer guests' late-night questions and flag details staff must confirm.
Show all Agents for the Hospitality industry - Insurance
Answer policyholders' general questions from approved public articles.
Show all Agents for the Insurance industry - Video Games
Answer players' overnight support questions and flag unresolved issues.
Show all Agents for the Video Games industry - Telecommunications
Answer subscribers' overnight service questions from approved guides.
Show all Agents for the Telecommunications industry - Travel and Tourism
Answer travelers' after-hours questions with public help articles.
Show all Agents for the Travel and Tourism industry - Web Hosting
Answer site owners' overnight questions with published help links.
Show all Agents for the Web Hosting industry - Consumer Electronics
Answer device owners' after-hours questions with product guides.
Show all Agents for the Consumer Electronics industry
Made for your role
Answer After-Hours Questions is made for people in these roles.
- Customer Service Manager
Flag overnight replies that need the team's review.
Show all Agents for the Customer Service Manager role - Customer Service Representative
Answer common overnight chats with links to approved articles.
Show all Agents for the Customer Service Representative role - Customer Support Coordinator
Leave chat handoffs with the exact question staff must check.
Show all Agents for the Customer Support Coordinator role - Technical Support Engineer
Answer documented product questions and flag uncertain details.
Show all Agents for the Technical Support Engineer role
Made for your department
Answer After-Hours Questions is made for people in these departments.
- Customer Service
Keep overnight customer chats moving with sourced replies.
Show all Agents for the Customer Service department - Technical Support
Answer documented technical questions and route uncertain cases.
Show all Agents for the Technical Support department
How Answer After-Hours Questions works
4 steps, in order, on every run.
-
Read the visitor's questionRead the new chat and earlier messages. Identify what the visitor needs answered.
-
Check current help articlesFind an approved, published article that answers the question. Note its public link and any uncertain details.
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Reply in the website chatShare only supported facts and the article link. If no article supports an answer, acknowledge the question and say staff will follow up.
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Hand off uncertain answersLeave a short internal note about what staff should confirm. Assign the same chat to the support team you choose.
How to Get Started
Connect the tools you already use, such as Zoom, Brevo or Intercom.
4 tools
- Set the support team's staffed hours and time zone in the website chat tool, and run this workflow only outside those hours.
- Publish and approve the visitor-facing help articles the chatbot may use; keep obsolete articles out of its available sources.
- Choose the support team that receives uncertain chats and set the reply rule: state only what the approved article supports, include its public link, and identify anything that needs confirmation.
Use safe mode to approve every result before it goes out, or let the Agent run automatically.
FAQs
Frequently asked questions about the Answer After-Hours Questions:
Yes. Set your staffed hours and time zone in your chat tool. The Agent handles new chats that start outside that schedule.
You choose which current, approved public help articles the chatbot can use. Replies include a public link when an article supports the answer.
The visitor sees supported facts and what still needs checking. Your chosen support team gets an internal note and the chat assignment.
The visitor gets an acknowledgment and a staff follow-up expectation. Your chosen support team receives the chat with a note about the gap.
It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.
Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.
The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.
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