Set up support hours

To manage how customer messages are handled in Genstore Inbox, you can configure support hours for both live agents and the AI Agent.

• When the AI Agent is disabled, messages are handled by human agents during scheduled hours, and offline replies are sent during off-hours.
• When the AI Agent is enabled, you must first define its working mode: 24/7 or specific hours. Human support hours will then apply only to the remaining time outside the AI Agent’s availability.

Set AI Agent service mode (if enabled)

If the AI Agent is turned on, start by defining its service mode:

• 24/7 AI support: The AI handles all conversations at any time. Human support hours will be ignored.
• AI On-Duty: The AI only responds during defined hours. You will need to configure human support hours for the remaining time.

Path: Genstore Admin → Sales channels → Inbox.

Click Enter to access the Help desk workspace. Go to Settings → Availability

For instructions on enabling the AI Agent, see Enable AI Agent.

Configure live agent hours

When the AI Agent is disabled, or set to scheduled mode, you can define the time periods when human agents are available.

Path: Genstore Admin → Sales channels → Inbox.

Click Enter to access the Help desk workspace, go to Settings → Availability

By default, support hours are set to 08:00–23:00, Monday to Sunday (based on your store’s local time). You can fully customize this schedule.

Instructions:

• Adjust each day’s hours individually
• Use the ... menu to Clear today's schedule
• Apply one day’s settings to all days using Apply to all days
• Click Save when done

Bulk actions for agent schedule

To simplify setup, you can apply or clear working hours for the entire week using the bulk actions menu in the upper-right corner of the schedule section:

• Set default hours (all days): Apply 08:00–23:00 to every day of the week
• Clear all schedules: Remove all time slots for the entire week

These shortcuts help reduce manual work if your team follows a standard schedule.

Set automated first replies

You can configure separate auto-replies for online and offline periods:

• Online: Greet customers and ask for more context
• Offline: Let customers know support is currently unavailable and when to expect a response

The system provides default reply templates that you can customize.

Setup instructions:

1. In the Automated first reply section, turn on the toggle switch
2. Edit messages for Online reply and Offline reply (max 2048 characters); a live preview will appear on the right
3. Click Save to apply changes