Hours, hand-offs and limits

Under Channels and behaviour on an agent's Settings tab.

Offer a person

When the caller is frustrated, asks for a human, or the agent can't help after two tries, it stops selling and offers a transfer, or a call back if no one's available.

Business hours

For incoming calls. Outside them, it takes a message and promises a call back instead of transferring.

Calls at once

How many outbound calls it makes at the same time (1 to 10).

Reply to texts

It answers texts to its number in its own words. See Texts and website chat.

Website chat

A chat button for your website. See Texts and website chat.