Setting Up Work Hours and Availability
Last updated: July 22, 2026
Work Hours define when your team is available. They control when Agent-to-Human Handoff can occur and can also control whether the widget appears only outside your team's working schedule.
Before You Start
You need access to app.docketai.com.
You need an existing Marketing Agent.
Open the agent from Marketing Agent Configuration.
Open Work Hours
Open Marketing Agent Configuration.
Select the agent you want to configure.
Open the Agent tab.
In Setup & Manage, open Work Hours.
Configure Work Hours
Turn on the Work Hours switch.
Under Choose work days, select the days your team is available.
Define the working hours for those days.
Under Time Zone, select the time zone that matches your team's schedule.
Click Save.
Make sure you both enable the setting and save the configuration.
Post-Work-Hours Widget Option
The Work Hours section includes Enable widget post working hours only.
Setting | Behavior |
|---|---|
Off | The widget remains active, but Agent-to-Human Handoff only occurs during the working hours you define. |
On | The widget appears outside your defined work hours. This is useful for after-hours lead capture when the team is offline. |
If you enable post-working-hours-only behavior, handoff is disabled because no human teammate is available during the hours when the widget is active.
How Work Hours Affect Handoff
Agent-to-Human Handoff works only when Work Hours are enabled and the visitor is inside the configured working schedule. If Work Hours are not enabled, or the visitor is outside those hours, the agent does not escalate to a human.
Use Work Hours before configuring handoff so the escalation window matches actual team availability.
Verify Work Hours
Reload the Agent tab and reopen Work Hours.
Confirm the switch, selected work days, hours, and time zone match what you saved.
Test the agent once inside the configured schedule and once outside it.
If handoff is enabled, confirm an in-hours test can reach the configured handoff destination and an out-of-hours test does not escalate.
If Enable widget post working hours only is on, confirm the widget appears only outside the saved schedule.
The configuration is ready when the saved schedule persists and the widget and handoff behavior follow that schedule.
Best Practices
Match Work Hours to when your team is actively monitoring handoffs.
Use the correct time zone for the team responsible for responding.
Revisit Work Hours when staffing, regions, or coverage windows change.
Preview and test handoff behavior after changing availability settings.
Troubleshooting
Issue | What to check |
|---|---|
Handoff does not trigger | Confirm Work Hours are enabled and the test is happening during the configured schedule. |
Widget should only appear after hours | Confirm Enable widget post working hours only is enabled and saved. |
Save is disabled | Confirm you changed a setting in the Work Hours section. |