We use Freddie bot to triage customer contact and attempt to answer customer queries before passing through to an agent if required. The logic tree behind the bot therefore includes the option to pass the customer through to an agent when it is unable to answer the query.
Please include a new feature for this options (pass to an agent) to be disabled outside of operating hours. Bot support outside of operating hours is one of the biggest benefits but current we have to disable Freddie every evening, as we don’t want to mislead customers into thinking agents are available. This feature would benefit all Freddie users, customer and business alike.
If anyone has a solution for this already, please let me know. Keen to provide the bot to customers outside of operating hours. Thank you.
