If you’re using WhatsApp Messaging to create a chatbot flow, you can make it available during business hours with the “Conditional” step. You can place this step anywhere in the flow, depending on your preference. Some customers prefer placing it at the beginning, while others prefer placing it after a question step.
To configure this option:
- From your ActiveCampaign account, click WhatsApp > Messaging Flows on the left menu.
- Click the flow you want to update with working hours.
- Click “Update draft.”
- Navigate to the “Steps” tab.
- On the Flow builder, hover over the draft flow, then click the node (+) that appears.
- From the modal window, click “Conditional” > “Add.”
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Configure the “Conditional” step:
- Click the “Where” dropdown menu and select “global.Is in working hours”
- Click the next dropdown and select “Is (equals)”
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Choose either the “Yes” or “No” option
- Yes - the “True” branch. Will execute during the hours you set
- No - the “False” branch. Will execute during off-hours
- Click the “X” to close the “Conditional” step builder
- Under “Path 1” (Yes/True branch), add the remaining steps that the contact should go through if it is during business hours. For example, you can send the contact to a live agent with the “Conversation” step.
- Under “Else” (No/False branch), add the remaining steps that the contact should go through if it’s outside of your business hours. For example, you can use a “Delay” and a working hours “Conditional” step to continue the conversation at a later time. Note that if it is more than 24 hours, the conversation will be closed. In this case, the only way to continue the conversation is with a template.