Conversation AI Agents Get Working Hours in Labs

TL;DR

Conversation AI agents can now respect defined working hours. This feature is in Labs, so agencies using Conversation AI should activate it to test.

Who this affects

Anyone using or planning to use Conversation AI agents will find this relevant. HighLevel has not confirmed who exactly is affected, but it impacts how AI agents interact with customers.

What changed

• Conversation AI agents can now follow specific working days and hours.
• Specific working days and hours can be configured for each individual agent.
• Users can select which channels adhere to these set working hours.
• The action taken when a customer reaches out after these hours can be configured.
• This feature is available in Labs. HighLevel has not confirmed any limits, plan gating, or rollout status.

Where to find it

This feature is available in Labs. HighLevel has not published the exact navigation path yet, but it will likely be found within the settings for Conversation AI agents after enabling it in Labs.

How agencies will use this

An agency can now configure a Conversation AI agent to operate only during business hours, say Monday to Friday, 9 AM to 5 PM local time. If a potential client messages via SMS at 7 PM on a Tuesday, the agency can set the agent to respond with an out-of-hours message, acknowledging receipt and stating when a human or the AI agent will follow up. This prevents the AI from engaging with inquiries outside of typical business operations, setting clearer expectations for clients and ensuring leads are handled appropriately without AI overstepping its bounds after hours. It adds a layer of professionalism and control over the AI's client interactions.

Our take

This is a standard update. It provides granular control over AI agent availability, which is a practical improvement for managing client expectations and integrating AI more smoothly into existing business operations. HighLevel has not confirmed its significance reason, but for those actively using or considering Conversation AI, this offers necessary functionality to prevent AI agents from responding indiscriminately outside of preferred hours. It's not a major breakthrough, but it addresses a logical gap in AI agent management.