What Happens When You Are Closed
When a customer calls your AI receptionist outside of your configured operating hours, the AI handles the call differently than during business hours. Here's what to expect.
The after-hours greeting
The first thing an after-hours caller hears is your after-hours greeting — a separate message configured in your AI Greetings settings. This greeting can:
- Tell the caller the business is currently closed.
- State your business hours so they know when to call back.
- Offer alternatives (like online booking or leaving information for the AI to process).
The after-hours greeting can use variables like {{business_name}}, {{location_name}}, and {{after_hours_message}} to include dynamic content.
Can the AI still take bookings when closed?
Depending on your configuration, yes. After-hours booking capability is a choice you make:
Taking bookings after hours: The AI can continue to accept booking requests outside business hours. This is useful if customers want to make reservations late at night for a future date.
Not taking bookings after hours: Some businesses prefer that the AI not take bookings outside hours — so customers know to call back during opening times. This is the default for many setups.
See Letting the AI Take Bookings Outside Hours for how to configure this.
Knowledge base questions after hours
Even if you've configured the AI not to take bookings after hours, it can still answer knowledge base questions. A caller asking "What are your opening hours?" or "Where are you located?" can still get an answer.
Transfers after hours
If your transfer number is configured and the tool is active, the AI can transfer calls after hours as well. However, if your transfer number is a business phone that's unattended after hours, transferring may result in the caller reaching voicemail.
Configure your after-hours transfer behaviour thoughtfully — decide whether it's better to transfer and risk voicemail, or not transfer and let the AI handle what it can.
💡 Tip: Write an after-hours greeting that's genuinely helpful. Include your next available opening time and a brief note about what callers can do in the meantime (e.g. "Book online at [your URL]").
⚠️ Important: After-hours behaviour depends on your operating hours being configured correctly. If your hours are wrong in the system, the AI might behave as if the business is closed when it's open, or vice versa.