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Configure out-of-hours conversation behavior

An Admin configures, per channel type, what happens to an inbound message that arrives while the company is closed: an automated reply per language, whether the AI Assistant keeps answering, whether the conversation stays in the shared Inbox, and who gets notified.

When this happens: Admin opens Admin — Conversation Settings — Rules — Out-of-Hours.

Step by step

  1. 1

    Open the Rules tab — Out-of-Hours section, one row per connected channel type.

  2. 2

    Open the WhatsApp row: sets the auto-reply text for English and Romanian, leaves route to AI on, leaves keep in shared Inbox on, adds two Supervisors to the notify list.

  3. 3

    Save.

    EasyCRM checks and saves; records ConversationRuleSettingsChanged. The next time a WhatsApp message arrives while the company is closed, applies this configuration.

Other paths

The ai keeps answering out of hours

The WhatsApp channel connection's AI mode is Auto Reply, and route to AI is on. System (AI Assistant) answers the out-of-hours message as it would during working hours — grounded replies only, with the configured fallback and disclosure rules unchanged — and the conversation's responsible party stays the AI, never unassigned.

No ai — auto-reply text only

The channel's AI mode is Disabled or Copilot, or route to AI is off. EasyCRM sends the configured auto-reply text in the customer's detected language, falling back to the company default language; keeps the conversation unassigned in the shared Inbox; notifies every user on the notify list in addition to the normal unassigned alert.

If something goes wrong

No auto-reply text for the customer's language or the default

EasyCRM finds no configured text for the customer's language and none for the company default language. EasyCRM sends no automated text but still applies keep in shared Inbox and the notify list; the gap is surfaced to the Admin as a configuration warning on the Out-of-Hours tab.

Good to know

  • A channel type with no saved configuration uses the documented defaults.
  • The auto-reply text is sent at most once per conversation per out-of-hours period.
  • In Auto Reply mode the AI is the conversation's responsible party even out of hours — the unassigned alert never fires on it.