Someone will write at 11:40 tonight
Tracking and returns keep running after you close. If something needs a person, the customer gets a straight answer about when you're back.
The day on one dial
Fernway's team works nine to six on weekdays, shown in green. The dots stand for messages arriving through the day.
A 24-hour dial. Your team works from nine to six. The agents answer around the clock.
- 00:24: Your team is asleep. Agents answer, and tell people you're back at 9
- 07:36: Your team is asleep. Agents answer, and tell people you're back at 9
- 11:12: Your team is in. Agents take the repeat questions
- 13:30: Your team is in. Agents take the repeat questions
- 16:06: Your team is in. Agents take the repeat questions
- 19:18: Your team is asleep. Agents answer, and tell people you're back at 9
- 22:40: Your team is asleep. Agents answer, and tell people you're back at 9
An angry message at night
Complaints skip the automation and go to a person. After hours, the customer is told when that will be.
Zara Mensah, Chat, after hours
- Zara Mensah
- This is unacceptable. My bike has been broken for three weeks and nobody answers my emails!
- Crewline
- I'm sorry about this. Our team is back at 9:00 AM tomorrow, and your message is first in line. You'll hear from a person then.
What decides what they hear
Your opening hours
You enter them in Business profile. Fernway's are Monday to Friday 9:00 to 18:00 and Saturday 10:00 to 16:00.
The first flow on the list
Complaints and after hours runs first, so an upset customer never gets a cheerful bot.
The widget's own line
It says "AI assistant now, people back tomorrow at 9 am", worked out from those hours.
You get to stop at six
In the morning, the board shows what happened overnight and what's waiting for you.
Put someone on the board
Download for Windows228 MB. Windows 10 or later, 64-bit.