Message mode and office hours

Settings → Message mode sets the overall rule for who handles shopper conversations.

The three modes

• AI first — the AI replies automatically; your team can step in and take over any conversation at any time from the Inbox.
• Human only — the AI never replies. Every conversation goes straight to your team’s Inbox queue.
• Office hours — conversations route to your team during office hours; outside office hours the AI answers on its own.

Setting office hours

When you’re on Office hours mode, Settings → Office hours controls the schedule itself:

• A Timezone selector (your local timezone list).
• A weekly grid, one row per day, each with an open time, a close time, and a Closed checkbox for days you don’t cover at all.

Exceptions

Beyond the weekly grid, you can add one-off date exceptions — a holiday, an early close — each with its own label, and either Closed all day or a specific open/close time for that date. Exceptions are listed in a table with the date, label, and hours, and can be removed individually.

What a shopper sees outside your hours

Outside office hours, the AI keeps answering — it doesn’t go silent. If a shopper’s request specifically needs a human and none is reachable, the widget offers a short contact-capture form instead so your team can follow up later. See What shoppers see.

Next: Tags and saved replies.