Opening hours and reply times
Set when your team replies, so Dazza tells customers when you’re back and can answer “are you open?”.
Admins set the team’s hours in Settings → Opening hours.
Set your hours
- Turn on Set opening hours.
- Choose a time zone. It’s your workspace’s unless you pick another.
- Set the hours for each day. Press + to add more hours on the same day, for example after a lunch break, or × to remove them. A day with no hours is closed. Copy Monday to Tuesday–Friday saves typing.
- Under Closed dates, add bank holidays and days the team is off, with a note if you like.
- Press Save hours.
A closing time of 00:00 means midnight.
What customers hear
When Dazza hands a conversation to your team outside your hours, it adds when you’re back to its message. For example:
I’ve passed this to the team with everything you’ve told me. They’ll reply here as soon as they can. Our team is back on Monday at 9am and will reply here.
The first part is the handover message you set in Agent studio. By email, it says the team will reply to their email.
Under Right now, Settings shows whether you’re open and exactly what a customer would hear.
Reply times
Choose We usually reply within, from a few minutes to a day. When Dazza hands over during your hours, it adds, for example, Our team usually replies within 15 minutes. Leave it on Don’t say to add nothing.
“Are you open?”
Dazza knows your hours, closed dates and the time where you are, so it can answer questions such as “are you open today?” or “when can I speak to someone?”. If your knowledge gives other hours for something specific, such as a shop or a venue, Dazza uses those for that.
Team emails
Handover emails still go out at any hour, so whoever is around can pick a conversation up. See Invite your team and set roles.