Set working hours
Open the organization, then Settings, then Hours. Switch on Set working hours. With the switch off, Duvi treats the team as always open.
Choose the time zone
Time zone decides how Duvi reads every time on this tab. The time zone starts as your browser's time zone.
Add the open hours
Each stretch is one day with an opening and a closing time. The first stretch starts as Monday, 09:00 to 17:00. Add a stretch adds the next day without one. Add two stretches on the same day for a split shift.
Add holidays
Add a holiday takes a name and a first and last day. Duvi treats the team as closed all day on every date in that range, whatever the open hours say.
Write the closed reply
Reply when closed is what a customer receives when they reach your team outside working hours. The reply is required, up to 1,000 characters.
A closing time of 00:00 means midnight at the end of that day.
What working hours change
Working hours change what the customer is told and how long they wait. Working hours do not stop offers.
| While your team is | The customer receives | The queue wait |
|---|---|---|
| Open | The queue message | Counts toward the maximum queue wait |
| Closed | Reply when closed, once, when the conversation starts | Does not count |
A conversation that arrives while you are closed stays in Waiting until someone takes it. Anyone who sets themselves Available outside your hours still receives offers. See Routing and availability.
Automatic replies
Duvi sends these for your team, marked Automatic reply in the Inbox. Edit them under Settings, Messages. Each is required and can be up to 1,000 characters.
| Setting | When Duvi sends it | Default |
|---|---|---|
| When a conversation joins the queue | A conversation starts waiting for a person during working hours. | Thanks for your message. Someone from our team will be with you shortly. |
| When nobody picks it up in time | The maximum queue wait runs out. | Sorry for the wait. We could not get to your message in time, so please send it again and we will pick it up. |
| When the conversation closes | A team member closes the conversation, or it goes quiet for longer than the idle close timer. | Thanks for chatting with us. This conversation is now closed, but you can message us any time. |
| Rating question after the chat closes | After a chat a team member handled. Never after a call. | How was your chat with our team? |
The customer answers the rating question with Good or Not good, on the website and on WhatsApp. The answer appears on the conversation in the Inbox.
Hold audio
Hold audio is the web address of an audio file that plays to a caller waiting for a person, such as https://example.com/hold.mp3. Leave it empty to use the phone provider's default.