Use case: after-hours support
After-hours support that answers customers when your team is offline
Train an AI agent on your website, documents and FAQs. It answers questions in the evening, on weekends and on holidays, says when it does not know, and collects an email address or phone number so your team can follow up when it is back.
Visitor: Our boiler stopped working and there is no hot water. Can someone come on Monday?
Agent: Our troubleshooting page suggests checking the pressure gauge first. If it reads below 1 bar, the boiler usually needs topping up before it restarts. If you smell gas, leave the building and call the emergency number listed on our emergency page.
Visitor: The pressure is fine and there is no gas smell. It just won't start.
Agent: Then our team should take a look. The office is closed until Monday at 7:30 a.m., and I can't book visits myself. Would you like to leave your email or phone number so they can contact you first thing?
Visitor: Yes, mark.lewis@example.com
Agent: Thank you, Mark. The team will see your message and the details about the boiler when the office opens on Monday. Is there anything else I can answer now?
Questions do not wait for opening hours
Customers browse after work, on weekends and during the holidays. When your team is offline, their questions sit in an inbox until the next working day, or they are never asked at all. Many of them already have an answer on your website: delivery times, prices, opening hours, how to prepare for an appointment. A visitor who cannot find it quickly may simply try another business.
What an AI agent does outside office hours
It answers what it can from your content and makes sure the rest reaches your team.
Answers at any hour
Evenings, weekends and public holidays: the agent answers from your pages, files and Q&A pairs whenever a visitor asks.
Says when it does not know
Answers stay grounded in your content. When the answer is not there, the agent says so instead of guessing.
Collects details for follow-up
Visitors with open questions can leave an email address or phone number, and your team gets an email alert with their latest messages.
Replies in the visitor's language
The agent answers in the language the visitor writes in, so customers from other countries and time zones get answers too.
Shows what people ask after hours
Chat logs with search and date filters show which questions come in while you are closed, so you can fill the gaps in your content.
How to set up after-hours support
Start from the Customer Support Agent template
Pick the Customer Support Agent starter template and add your opening hours and what the agent should say outside them, such as when the team replies.
Train it on your support content
Add your FAQ, service and policy pages, manuals and price lists. Write Q&A pairs for answers that must be exact, such as emergency contacts or shipping cut-off times.
Set up lead capture for open questions
Use the AI trigger with a description such as “the visitor needs a reply from the team”, or keywords like call back or quote. Use the form message to say when the team replies, and show a thank-you message after submission.
Test and go live
In the playground, ask the questions that usually arrive after hours, then add the script tag to your site.
What the after-hours agent works with
Your support content
Website pages, PDFs, manuals and spreadsheets, plus Q&A pairs for answers that must be exact.
Instructions and template
A Customer Support Agent starter template you can edit, with your opening hours and what to say outside them.
Lead form and alerts
Email and phone capture with manual, AI, rule or hybrid triggers. Every new lead alerts you and up to five colleagues by email.
After the form
After a visitor submits the form, keep chatting, show a thank-you message, or confirm that your team will take it from here.
Live data through actions
Optional custom API actions let the agent look things up in your own systems, if they have an API.
Leads, logs and dashboard
A leads table with filters and CSV export, searchable transcripts, and daily charts over 7, 30 or 90 days.
Frequently asked questions
What is after-hours customer support with AI?
It means an AI agent on your website answers customer questions while your team is offline: in the evening, on weekends and on holidays. It answers from your own content and collects contact details when a question needs a person. Your team picks up those leads when it is back.
Can the agent hand a conversation over to a human?
No, intoCHAT has no live chat or human handoff. Instead, the agent collects an email address or phone number through the lead form, and you and up to five colleagues get an email alert with the visitor's latest messages. Each lead links to its full conversation, so you can follow up with context.
Can it handle urgent issues or emergencies?
Only by pointing visitors to the emergency contact or page that you include in its content or instructions. The agent does not page anyone or alert an on-call person in real time; lead alerts are ordinary emails. For anything urgent, make sure your emergency number or page is in the agent's knowledge.
Can it create support tickets?
No, intoCHAT is not a helpdesk and does not create tickets. Visitors who need a follow-up leave their contact details, your team gets an email alert, and the leads table links each lead to its transcript. If you work with a separate system, you can export leads as CSV.
Can it check order status at night?
There is no built-in order tracking. The agent can explain your delivery times and link to your own tracking page. If your shop system has an API, a custom API action can call it, but your API must check that the visitor is allowed to see the order before it returns anything.
What does after-hours support with intoCHAT cost?
You can start on the Free plan with 25 messages a month. For a live agent, Starter costs $19 a month for 2,500 messages, and Pro costs $49 a month for 10,000 messages and up to 10 agents.
Answer customers while your team is offline
Create your agent free from the Customer Support Agent template, add your opening hours to its instructions and test it in the playground before it goes live.
Create your agent freeFree plan, no credit card needed.