The Business Hours Support Triage chat workflow ensures customers receive timely and relevant assistance based on agent availability and business hours.
It automatically welcomes customers, intelligently routes conversations when agents are online, and provides fallback support options—such as AI assistance or ticket creation—when agents are offline.

This workflow guarantees continuous customer support, minimizes missed conversations, and delivers a consistent chat experience regardless of time or agent availability.

How to Access the Chat Workflow

Follow these steps to enable or configure this workflow:

1. Navigate to the Admin module

2. Select Chat

3. Go to Chat Automation → Workflow

4. Choose the appropriate workflow block

5. Add the workflow ‘Business Hours Support Triage’ from the available templates

   
   
   

How the Workflow Works

1. Instant Welcome Message

When a customer initiates a live chat, the workflow immediately sends a friendly welcome message. This confirms that the chat has been received and sets expectations for the next steps.

2. Business Hours–Based Routing

The workflow evaluates current business hours to determine agent availability:

• During business hours: The conversation continues toward agent assignment.
• Outside business hours: The workflow shifts to alternate assistance options.

This ensures routing decisions are time‑aware and automated.

3. Smart Assignment to Support Teams

If agents are available, the chat is automatically assigned to the most appropriate support team based on predefined routing rules (such as department or category), resulting in faster response times and fewer internal transfers.

4. Offline Support Options

When no agents are available, the workflow provides customers with alternative support paths, such as:

• Engaging with an AI assistant for instant answers to common questions
• Offering an option to create a support ticket, ensuring follow‑up once agents become available

This ensures customers are never left without direction, even after hours.

Use Case

Continuous Customer Support Across Business Hours

Organizations often receive customer inquiries both during and outside working hours.
This workflow ensures:

• Live agent assistance during business hours
• Automated help and issue capture after hours

How This Workflow Helps

• Customers receive an immediate welcome, improving engagement
• Chats during business hours reach the right team automatically
• After hours, customers still receive assistance or a follow‑up path
• Support teams avoid missed conversations and reduce manual routing

Business Value and Benefits

• Improved customer satisfaction through instant engagement
• Faster responses during operating hours
• No loss of customer inquiries outside business hours
• Efficient utilization of agents and automation
• Reduced manual triage and operational overhead

Frequently Asked Questions (FAQ)

1. Is this workflow available for all chat channels?
   No. The Business Hours Support Triage workflow is available exclusively in Live Chat and is not supported on WhatsApp Meta Cloud, Facebook Messenger, Facebook comments, Instagram Direct messages, Instagram comments, Telegram, WhatsApp Gupshup, WhatsApp Twilio, or Line.

2. What happens if agents are unavailable?
   Customers are offered alternative options such as an AI assistant or ticket creation.

3. Can routing rules be customized?
   Yes. Assignment rules can be configured based on team structure, categories, etc.

4. Does the workflow require manual agent involvement?
   No. The workflow runs automatically until the chat reaches an agent or fallback option.