Answer after-hours customer support questions while your team is offline.

What happens to support questions outside working hours?

Customers use your product when they work, which isn’t always when your team does. Someone in another time zone, or working late, hits a problem and finds support offline. Some questions can wait until morning. Others are how-to questions your docs already answer:

• “How do I restore something I deleted by mistake?”
• “Why is the export button greyed out?”
• “Can I change the date format for my whole team?”
• “Where do I reset another user’s password?”

Can a voice agent give you 24/7 customer support?

24/7 customer support usually means people on shifts or an outsourced team. A voice agent covers a narrower job: the product questions your approved docs answer, at any hour. Account and billing problems still need your team.

A late-night call runs like this:

• The customer clicks the widget on your site or help centre, types the problem and allows the microphone.
• The agent searches your approved support sources and talks them through the answer, with live captions if they turn them on.
• If the docs don’t cover it, it’s told to say it doesn’t know and suggest your usual contact options. Name the route that works overnight, such as your support email, and when you reply.
• If they report a bug, it can record the report on the conversation when they ask.

How does a customer get a reply in the morning?

Through your usual channels. The agent doesn’t take messages for a callback, and a transcript doesn’t include the caller’s contact details unless they said them aloud. Tell the agent in its instructions to send customers who need a reply to your support email or ticket form.

What should your team check in the morning?

There’s no alert for each new conversation. Email notices cover workspace events, such as the free allowance running low or calls or handover being switched on or off, plus any handover to your team that couldn’t be prepared. Make the overnight review a routine:

• Filter the Conversations tab to support calls and read anything new since yesterday.
• Open calls marked Interrupted, which started but didn’t finish normally, and any marked “Feedback captured”.
• Note every point where the agent said it didn’t know, then add or approve the missing answer.
• Check the Insights tab for questions and issues that keep coming up across recent support calls, each with quotes from the transcripts.
• If you’d rather review in your own tools, a coding agent with a workspace token can list recent conversations over MCP or the REST API.

What are the limits of round-the-clock AI support?

Plan your overnight cover around these limits:

• Capacity. Each workspace takes up to 3 calls at once and 12 new calls a minute.
• Allowance. Support, sales and tests share each workspace’s first 50 conversations, a one-time allowance. Paid calls aren’t available yet, so new calls stop when it’s used. The owner is emailed once 40 have started, but don’t wait for another email: check the free conversations left on the Overview before a weekend.
• Uptime. The service runs as a single instance with no uptime guarantee, so keep your email or ticket route on the page.
• Language. The agent greets customers in English, which matters if your overnight customers are elsewhere in the world.
• People. Handover to your team is an early release with no business-hours setting. If you verify a UK or US team phone number and turn it on for the support agent, a caller can choose Talk to a human at any hour, and whoever answers hears a private briefing first. Switch it off when nobody will answer, and because customer routing is still being tested, keep your overnight contact route on the page.

Common questions