Template: After-Hours Support

Category: Customer Support

Capture visitor information when your team is offline. This template lets visitors leave messages, request callbacks, report urgent issues, or browse FAQs — ensuring no inquiry is missed outside business hours.

Who It's For

• Businesses with set office hours
• Support teams that need to capture after-hours requests
• Companies that want to triage urgent issues even when offline

How It Works

The chatbot informs visitors that the team is currently away and offers multiple ways to get help. Urgent issues trigger a special high-priority notification to your team.

Conversation Flow

Start
  → "We're currently away" message
  → "How can we help?" (4 options)
     ├─ "Leave a message"
     │    → Message form (name, email, message)
     │    → Team notified
     │    → Thank you message
     ├─ "Request a callback"
     │    → Callback form (name, phone, best time, regarding)
     │    → Team notified
     │    → Thank you message
     ├─ "I have an urgent issue"
     │    → Urgent intro message
     │    → Urgent form (name, email, phone, issue description)
     │    → URGENT notification sent
     │    → Acknowledgment message
     └─ "Check FAQs"
          → FAQ message
          → "Did you find what you need?" (2 options)
               ├─ "Yes, thanks!" → Goodbye
               └─ "I still need help"
                    → Message form → Team notified → Thank you

What It Collects

Message Path

• Name (required)
• Email (required)
• Message (required)

Callback Path

• Name (required)
• Phone (required)
• Best time to call
• Regarding (topic)

Urgent Path

• Name (required)
• Email (required)
• Phone (required)
• Issue description (required)

Notifications

This template uses two notification levels:

Standard Notifications

For message and callback paths:

• Email notification to your team
• Push notification
• Visitor status set to Lead

Urgent Notifications

For the urgent issue path:

• Email notification with high-priority flag
• Push notification with message: "URGENT: A visitor needs immediate assistance!"
• Visitor status set to Lead

Customization Ideas

• Update the away message with your business hours (e.g., "We're available Monday-Friday, 9 AM - 5 PM EST")
• Add your FAQ content to the FAQ path instead of a generic message
• Connect an AI Chatbot node to the FAQ path for dynamic answers from your Knowledge Base
• Route urgent notifications to a separate email (e.g., [email protected])
• Add a "Check order status" option for e-commerce businesses
• Customize callback time options with specific slots that match your schedule
• Add a timezone field to the callback form for international visitors

Related Templates

• FAQ Bot — Dedicated FAQ flow for business hours
• Support Routing — Route to departments during business hours
• Request a Callback — General callback flow