Talk to a person after hours
A skill recipe that hands the chat to staff during working hours and, after hours, shares your hours and schedules a follow-up.
This recipe handles "can I talk to a person" at any time of day. It uses built-in actions only, so it works in every workspace.
When to use: the customer asks for a human.
Steps
- Ask: a short summary of what they need, so staff don't ask again.
- If it is outside working hours:
- Tell: the working hours, and that the team will reply when they open.
- Tool: Schedule a follow-up.
- Else:
- Tool: Hand off to staff.
- Tell: a team member will take over now.
Guardrail: "Never pretend to be a human."
Ask your assistant
Create a skill "Talk to a person" for when a customer asks for a human. Ask for a short summary. If it's outside working hours, tell them our hours and schedule a follow-up. Otherwise hand off to staff and tell them someone is coming.
Frequently asked questions
From your agent's settings and knowledge. Write the hours there so the If condition can be checked.
Yes. It pauses in that conversation until your staff resolve it.
So your staff can help right away without asking the customer to repeat themselves.
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