Customer context: The customer wants the AI chatbot to answer chats only after business hours, when the team is not available.
Customer question: Could we set the AI chatbot so that it only steps in after hours?
Solution: Yes. In Configuration > Chat > Chat Buttons you choose the chatbot separately for the Online scenario and the Offline scenario of your chat button. The offline scenario applies when no human agents are available for chats in the chat button's department, for example outside your business hours. If you want the chatbot to answer only then, select No chatbot will be used in the Chat > Chatbot field of the Online scenario. In the Offline scenario, select Show online button with chatbot and pick your chatbot in the Chat > Chatbot field. You can also use different chatbots for each scenario, see Setting up AI chatbot. If you need a more specific setup, write your requirements to support@liveagent.com or book a demo, and we will recommend a solution for your situation.