Exceptions are days, dates, or times when for some reason there will be no service when there normally would be.
First, we must differentiate between recurring exceptions and non-recurring exceptions
Recurring exceptions
Recurring exceptions are days or time slots in which there is no derivation to Customer Service.
A clear example of a recurring exception is lunch time 🕐
Within Configuration, Opening Hours, you must click the "Exceptions" button.
We will see two tabs, "non-recurring exceptions" and "recurring exceptions". We will select the second one.
Once inside that tab, you must set the days and times of the exception and the message that you want the bot to send to the user who requests a derivation in that time slot.
Non-recurring exceptions
Non-recurring exceptions refer to specific days or times when there will be no derivation to customer service when normally there would be.
A clear example of a non-recurring exception are holidays 📆
Within Configuration, Opening Hours, you must click the "Exceptions" button.
We will see two tabs, "non-recurring exceptions" and "recurring exceptions". We will select the first one.
Once inside that tab, you must set from and until which day and time the exception covers, that is, at what time there will be NO operators available and the message that we want the bot to send to the user who requests a referral in that time slot.
If, for example, on the occasion of a holiday, customer service will operate with restricted hours, for example, from 8 a.m. to 3 p.m. (when normal hours are usually from 8 a.m. to 6 p.m.), the time to configure as NOT AVAILABLE will be from 3:00 p.m. to 6:00 p.m.