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MyAlice Guide
  • 👋Welcome to MyAlice
  • 🚀Getting Started
    • 🔤Key Terminologies
    • Signup to Myalice
    • 🤟Create your Team
      • Personalize your Team
      • Manage User Roles
      • Create Groups in your Team
      • Create Multiple Teams
      • Connect Multiple Teams
    • 💸Set up your Billing
      • Subscribe to the Premium Plan
      • Subscribe to the Enterprise Plan
      • Subscribe through Shopify
      • Update your Subscription
      • Add a Payment Method to Use WhatsApp
      • Track and Configure your Billing
      • Unsubscribe from MyAlice
    • 🎙️Agency Mode on MyAlice
    • ⏰Set up your Business Hours
  • 🔗MyAlice Channels
    • 🎉Connect Your Social Media
      • Connect Your Facebook Feed
      • Connect Your Messenger
      • Connect Your Instagram Messenger
      • Connect Your Instagram Feed
      • Connect Your WhatsApp Business Account
      • Connect Your Telegram
      • Connect Your Viber
      • Connect Your Line Messenger
    • 📧Connect Your Email
      • Connect Gmail
      • Connect Custom Email
    • 🌐Connect Your Website or Mobile App
      • 💬Connect your Website for a Chat Plugin
      • 📱Connect Your Mobile App (Android / iOS)
    • 🇫🇲Clone Channels
  • 📥MyAlice Inbox
    • 🧭Navigate the Inbox
    • 🔔Manage Inbox Notifications
    • 💬Understand Chat Features
    • 🎫Manage Tickets
      • Assign a Ticket
      • Resolve a Ticket
      • Tag a Ticket
        • Tag Settings
      • Reopen Tickets
      • Smart Ticket Assignment
    • 🎮Advanced Ticket Management
      • Ticket Configurations
      • SLA Configurations
  • 🛒E-commerce on MyAlice
    • 🛍️Overview
    • 💜Manage your WooCommerce Store
      • Connect your WooCommerce Store to MyAlice
      • Connect Your Customer Information on WooCommerce
      • Manage WooCommerce Orders from Inbox
    • 💚Manage your Shopify Store
      • Connect your Shopify Store to MyAlice
      • Connect Your Customer Information on Shopify
      • Manage Shopify Orders from Inbox
    • 👜Product Recommender
    • 🏆E-Commerce User Data in Inbox
  • 🤖Chatbot & Automation
    • 🧭Explore the Automation Tab
    • ✨Create rules to trigger a Sequence
      • Keyword wise Automation
      • Source (referral) wise Automation
      • Post comment wise Automation
      • Facebook Ad wise Automation
      • User intent (by NLP) wise Automation
        • Connect wit.ai NLP
        • Connect MyAlice NLU
        • Connect INTNT
        • Connect Intents to Sequences
    • 🧱Add Blocks to Your Chatbot
      • Block Compatibility
      • Add and Send Content Blocks
      • Collect User Information Blocks
      • Action Blocks
    • 🚗Create Advanced User Journeys
      • Quick Reply Block
      • Button Block
      • Gallery Block
      • CSAT Block
      • Datalab Entry Block
    • Page
  • 📲MyAlice for WhatsApp
    • 🗺️Overview
      • Migrate from your Existing BSP
      • Migrating from the WhatsApp App to the API account
      • Difference between WhatsApp Business App vs WhatsApp Business API
      • Verifying your Facebook Business Account
      • Picking a number for WhatsApp Business
      • Getting Started with Message Templates
      • Message Templates & Session Messages
      • WhatsApp Message Templates Best Practices
      • WhatsApp API Pricing
      • Apply for a Blue Tick
    • 📤Create and Send Template Messages
    • ⭐Starting a new conversation
    • 👩‍👩‍👦‍👦WhatsApp Broadcasts
      • WhatsApp Broadcast Overview
      • Create a Broadcast
      • Opt-In and Opt-Out
    • 💰Automate Sales in WhatsApp with WhatsApp Catalog
      • 🔃Upload Inventory in Meta
      • 🔗Connect your Catalog to the WhatsApp Business Account
      • Share Products with Your Customer
    • 📈WhatsApp Marketing Automation
      • 💚Setup WhatsApp Automation for Shopify
      • 🍀Shopify + WhatsApp Marketing Automation- Sample Use Cases
  • 📱MyAlice Mobile App
    • ⬇️Download the Mobile App
    • 🤓Navigate the Interface
    • ⚡Enable Mobile App Notifications
    • 📬Using the Mobile Inbox
  • 📂Data Lab & Analytics
    • 📊Diving Deep in Data Lab
      • Create a Datalab Sheet
      • Create Forms in Data Lab
      • Add, Collect or Store Data in Data Lab
    • 👪Understand the Customer Tool
    • 📈Analytics, Metrics & Reports
      • Customer Metrics
        • General Metrics
        • User Demographics Metrics
        • Chatbot Efficiency Metrics
      • Automation Metrics
      • Agent Metrics
      • CSAT Reports
  • 🔑External Integration
    • 🏬Checkout.com
      • Recieve Payments with Checkout.com
    • 🪂Pabbly
    • 🦾Developer Documentation
  • Release Log
    • Release Log: Version 1.27.9
    • Release Log Version 01.25.01
  • Release Log Version 1.25.03
  • Release Log Version 1.25.04
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On this page
  • Introduction
  • What you can do
  • Video Walkthrough
  • How to Set up Business Hours
  • How to Set up Offline Messages
  • Business Hours wise Automation
  • Recommendations

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  1. Getting Started

Set up your Business Hours

Configure the time duration of when your team is available for your customers

Last updated 2 years ago

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Introduction

In this day and age, your customers expect you to be available 24/7. But generally that can often become hard for business owners. Hence you have to make your team available for a specific time frame. When you’re not available though, what makes things worse for your customers is to not know that they’ve reached out to you at a time when you’re unavailable.

To make sure you can run your customer support team efficiently without getting your customers annoyed, we developed the Business Hours feature.

What you can do

You can configure the time and day of the week when your team is available. And you can set up offline messages for when your customers reach out to you when you’re not available.

Video Walkthrough

How to Set up Business Hours

Step 1: Login to MyAlice, go to Settings and click on Business Hours under Chat Settings.

Step 2: Turn on the Operational Status button. If your team is available 24 hours and 7 days a week, select ‘24/7 Business Hours’.

To set custom business hours, select the ‘Custom Business Hours’ button and tick the days and the times your team will be available. You can also set multiple available windows for a single day by clicking on the ‘+’ button available against each day.

Step 3: You can also set up Holidays and Day Offs as and when required.

How to Set up Offline Messages

You can add offline messages for each channel that you connect on MyAlice.

Step 1: Given that your Business Hours is set, go to Integration. Click on the options against the channel that you want to set up the offline message for and select ‘Ticket Settings’

Step 3: When you’re offline, you can either create a chatbot flow for the customers to go through. To do that, enable the ‘Do you want to turn on chatbot for this channel?’ button and set up the flow from Automations.

If chatbot automation is not something that you want to use, what you can do is set up a basic offline message for the customers and create a ticket which will come to the Inbox. To do that, disable the ‘Do you want to turn on chatbot for this channel?’ which will enable the section below. Select how you want the ticket to be assigned and set up the relevant online and offline messages.

Business Hours wise Automation

You might want to assign tickets to your agents in your business hours, and want to enable chatbot out of the business hours. Here's how you can do it.

  1. Enable Chatbot in Channel Settings.

  2. In Welcome Sequence / Default Sequence, create a Redirect Block. In the Block, use business_hours attribute and set that to true to set up automation or ticket assignment in business hours. Set the value to false to set up automation out of business hours.

Recommendations

  1. Business Hours is set for each team on MyAlice. Hence if you have multiple teams, you should configure the same for each. Moreover, the business hours you set for a team applies for all the channels you connect to MyAlice and for all the members of your team.

  2. Please make sure that you’re selecting your timezone from Settings> Team Information before you set up Business Hours.

  3. Remember to set up the offline messages for all the channels that you’ve connected to MyAlice.

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Setting up Business Hours wise Redirect Block