How to Control When Fuely AI Responds (Working Hours)

You can decide whether Fuely AI answers customers around the clock or only when your business is closed. Two things work together here: your working hours (a business fact that lives in the Knowledge Base) and the When AI replies setting on each automation (which decides whether the AI answers always or only after hours).

Because When AI replies is set per automation, different channels can behave differently — for example, WhatsApp replies 24/7 while Instagram only answers after hours.

Set your working hours

Working hours tell Fuely AI when your team is open, so it knows what counts as "after hours." They are part of your business information in the Knowledge Base — set or update them there, alongside your company info and FAQ. Leave a day empty if you are closed that day.

Set it up in Automations

1. Go to Fuely AI → Automations.
2. Open the automation for the channel you want (or Main bot to change it everywhere).
3. Open the When AI replies setting and pick one of two options:
   • Always — the AI replies to every customer message. This is the default.
   • Outside working hours — the AI replies only when your business is closed. During working hours your team handles chats; outside them, the AI takes over.

Note: There is no "Never" option. If you want the AI to stay silent on a channel entirely, turn that channel's automation off instead.

Edge case: if you pick Outside working hours but haven't defined any working hours, the AI responds always — with no hours set, there is no "open" window for your team to cover.

Or ask the AI Co-Worker

Tell it what you want in chat:

"Set my working hours to 9am–6pm Monday to Friday, and only answer customers outside those hours."

It applies the change and confirms what it set.

At a glance