How can AI agents handle holiday schedules and operating hours (Legacy)?

Question

Can I set up a rule for my artificial intelligence agent to respond differently during my holiday hours so that I can switch schedules before and after a holiday takes place?

Answer

You can create a copy of the AI agent answer for Talk to a human ahead of the holiday, name it Talk to a human (Holiday hours), and set it to Inactive.

Note: This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see this article: Building dialogues for AI agents - Advanced.

Use the Talk to a human (Holiday hours) answer to specify your holiday hours, the estimated response time for a human agent, and any other relevant information.

On the day before the holiday, set the original Talk to a human answer to Inactive, and activate the Talk to a human (Holiday hours) answer.

There is no auto-schedule feature that will activate the holiday answer automatically on the holiday.