How to set an AI operator’s working hours: answering, booking, calling and transfers
Sado AI team · · 4 min read
In short
An AI operator has four kinds of hours. First, which incoming calls it answers: all of them around the clock, or only after hours and at weekends. Second, which days and times customers can be booked into: your real working hours. Third, the hours for outgoing calls, for example 9:00–20:00. Fourth, when it transfers to staff: only while they’re at work; at other times it takes a request and schedules a callback. Put your hours, holidays included, into the operator’s facts too.
Four kinds of hours: don’t mix them up
| Setting | What it decides | Example |
|---|---|---|
| Answering hours | Which incoming calls the operator answers | After hours and weekends, or 24/7 |
| Booking schedule | Which days and times a customer can be booked | Mon–Sat 9:00–19:00, two mechanics at a time |
| Calling hours | When outgoing calls go out | Every day 9:00–20:00 |
| Transfer rule | When a call is put through to a staff phone | “Transfer only 9:00–18:00; otherwise schedule a callback” |
There is also the “Hours” fact: what the operator says when someone asks “Until what time are you open?”. Keep it the same as the booking schedule.
Incoming calls: which hours to hand over
- After hours and weekends only. Staff answer during the day, the operator in the evening and on Sunday. The easiest start.
- Everything, around the clock, if the line is often busy or the receptionist can’t keep up.
- Evenings first, then all day. Review evening calls for a week or two, then hand over the daytime as well.
For example, Mehr car service works Monday to Saturday, 9:00–19:00. The operator answers calls after 19:00 and on Sundays; the receptionist answers during the day.
What happens when a customer calls at night
Sado: Assalomu alaykum, Mehr car service, this is Sardor, I’m listening.
Caller: My car won’t start. Can you look at it tomorrow?
Sado: Yes, we open in the morning. Ten or eleven o’clock is free. Which suits you?
Caller: Ten. Can I talk to the mechanic beforehand?
Sado: The mechanic isn’t at work now. Shall he call you at half past nine in the morning?
Caller: Yes, fine.
Sado: Done: you’re booked for ten tomorrow, and the mechanic will call at half past nine. Good night!
There’s nobody to transfer to at night, so the operator booked the visit and scheduled a callback. In the morning the mechanic sees it in the portal under Requests, in the Call back list.
Setting it up, step by step
- Write down your real hours for each day, including the lunch break.
- Choose which incoming calls the operator answers: all of them, or only after hours and at weekends.
- Enter the booking schedule: which days and hours, and how many customers you can take at the same time.
- Write the transfer rule: whom to put calls through to during working hours, and what to do after hours (a request and a callback).
- Set the hours and daily limit for outgoing calls.
- Add upcoming holidays in advance.
Holidays and changed days
- A week before a holiday, add it to the facts: “We’re closed on 21 March and open as usual from 22 March.”
- Remove the day off from the booking schedule, or a customer may be booked for a day you’re closed.
- If your hours change during Ramadan, update both the facts and the schedule.
- After the holiday, restore the usual schedule. One responsible person should keep an eye on this.
Price and control
Even if the operator works around the clock, there is no monthly fee: you pay only for talked minutes, 800 so‘m a minute. For example, 400 evening and weekend calls a month at 2 minutes each: 800 minutes × 800 = 640,000 so‘m. More: Sado pricing.
Working hours, the limit on outgoing calls and the stop button are in your hands. How it handles incoming calls: AI call center for incoming calls. Try it live.
Questions
Does the AI operator book appointments at night?
Yes. It books the customer for tomorrow or the next free time in the schedule. In the morning staff see the booking in the portal.
Can the operator stay off during working hours?
Yes. If you choose only after-hours and weekend calls, your staff answer during the day.
When do outgoing calls go out?
In the hours you set, for example every day 9:00–20:00 or only during working hours. You can stop them with one button. More answers: Sado FAQ.