Holiday and Out of Office Hours-Aware Triage Agent | Voters

Holiday and Out of Office Hours-Aware Triage Agent

Danielle Vickstrom

Triage Agent to recognize and account for holidays, making sure the Triage Agent responds accordingly if out of office hours or user's submit requests during holidays.

Created by Bryan Chapman

June 10, 2025

Jason Bristow

The thread agent needs to have an understanding of holidays and office closures and advise customers in the chat.
We are trying to configure the triage agent to respond that it's a holiday on certain dates. With the help of Griff and Bryan we have that working (sort of). It still isn't observing our local time zone but I'm guessing there's a fix for that. For example, if I create a new thread at 10PM PST November 4, the triage agent thinks it's already November 5.
The other issue is that the bottom of the chat shows "Someone will be with you shortly" even if it's outside of business hours. This would confuse the client.
It's odd to me that this basic customer experience flow hasn't already been addressed.

Ricky Balmaceda

Merged in a post:

Magic Agent should follow business hours

Brandon Fox

Magic agent should be customizable to only engage during business hours, or ability to add an "outside of business hours" message

July 30, 2025

Brandon Fox

Thanks, Andy. It would be great if the Triage Agent would adjust it's messaging based on business hours. That way, people wouldn't be expecting support after-hours.