Check Business Hours Node¶

This node selects the working hours and decides the next Go to node to trigger when a customer query is incoming during or outside business hours.

Configure the Node¶

Click the General Settings icon and provide the following information:

A Custom Name to identify the node.
Under Hours of Operation, select the hours of operation from the drop-down. Default Hours of Operation is auto-created. You can add more hours of operation if necessary.
For inside working hours, you can define a success path by selecting a node from the Go to node dropdown list. If a customer query is incoming during working hours, the flow is directed to the selected node from the current node.
Similarly, for Outside working hours, you can define the path by selecting a node from the Go to node dropdown. If a customer query is incoming outside working hours, the flow is directed to the selected node from the current node.

After setting up the node, your flow will look similar to the example below:

Use this section to handle system errors during customer interactions.

Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
- Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
  - Click + Create New to create a new prompt message to be played out for the Text to Speech message type. Enter a name for your message, and type its contents.
  - Click + Add Another to define multiple message types for the prompt message to be played to the customer. In this case, one message will be randomly selected and played during runtime.
- Audio File: In the text field, type a new message to be played to the customer or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
- Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
Go to node: Select the node to which you want to direct the error handling flow and define the system behavior. You can create a new node by selecting a node type or identifying and selecting an existing node.