Match Handoff Hours to Team Coverage

In Add-ons → Hand-off → Settings, choose the team's timezone, start and end times, and staffed days. Outside that schedule, the bot keeps answering instead of placing visitors into the waiting queue. The Human Handoff Guide explains the queue and the agent view.

Check Add-ons → Hand-off → Inbox regularly during active hours. Select a waiting conversation to read its transcript and AI briefing, reply as an agent, or choose Return to bot when human ownership is no longer needed.