Out-of-hours handoffs and the morning queue
What happens when a buyer asks for a person outside your business hours.
Your business hours
Your team's hours are Business hours on Settings, India time. The same hours apply every day of the week; different hours on different days aren't available. See Settings.
What happens out of hours
If a buyer asks to speak to a person outside business hours:
- The buyer is told, honestly, that a colleague will pick it up when the team is back.
- The agent keeps helping them in the meantime.
- Nobody is paged overnight.
- When your business hours start, the request is paged to a sales rep as usual. See How handoffs reach your team.
Every other kind of handoff, for example a question the agent can't answer, goes out straight away, day or night.
What you see
- All leads: the lead stays With agent, and the Owner column reads "AI agent · Handoff queued for opening time".
- The lead's Handover card: "Queued for your team's opening time", with the reason, and nobody paged yet.
To cancel a queued request, for example because you have already called the buyer, open the lead and click Cancel queued handoff at the top.