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Set up welcome, off-hour messages and working hours

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Updated: Oct 30, 2026

Automatic greetings, after-hours replies and your team's availability.

Quick answer

Open Settings, then Conversation Settings. The Live Chat Settings tab has three cards: Welcome Message, Off Hour Message and Working Hours. Turn each on with its switch, fill it in and select Save changes.

Where to find it: Settings, then Conversation SettingsOpen page

These are automatic replies, so they work even when nobody is online. The page has two tabs: Live Chat Settings and Consent Management.

Welcome and off-hour messages

  • Welcome Message greets new contacts the first time they message you.
  • Off Hour Message auto-replies when a contact messages outside your working hours.
  1. 1Switch the card On. The message fields open.
  2. 2Pick a Message type: Text, Image, Video or Document.
  3. 3Write the Message text. For media types, add a Media URL or use the upload icon.
  4. 4Check the Preview and select Save changes.

Working hours

  1. 1Switch Working Hours on and choose a Time zone.
  2. 2Pick your Open days by tapping the day chips, or use Quick set for weekdays, Monday to Saturday or every day.
  3. 3Set one start and end time for all open days, in 30-minute steps. Turn on Different hours per day if a day needs its own times.
  4. 4Select Save and enable (first time) or Save changes.
Note You need a time zone and at least one open day before you can save. On some accounts, working hours are managed on the Organisation page instead, so the AI Agent and the off-hour reply share one source. In that case this card shows a summary and a Manage in Organisation button.

The second tab holds the Opt-in & consent card (consent request, Yes and No button names, opt-in keywords and reply) and the Opt-out card (opt-out keywords, response message and an optional Include resubscribe button). How consent works overall is explained in Manage consent and opt-outs.

Common questions

Does the off-hour message need working hours?

Yes. The off-hour message is sent outside the hours you set, so set up Working Hours first.

Can I turn a message off without losing the text?

Yes. Switch the card Off. It collapses to a one-line summary and you can switch it back on later.

How do I add opt-in or opt-out keywords?

Type a keyword and press Enter to add it as a chip. The same word cannot be added twice, even with different capital letters. Select the cross on a chip to remove it.

Still stuck?

Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.

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