Use delivery information and the rules for urgent requests.
AI after-hours customer service
After-hours conversations
Answer common questions and set a clear next step outside business hours.
Outside opening hours
My parcel hasn't arrived. Can someone check it?
I can share the store’s delivery guidance now. Send your order number and I’ll pass it to the team to check when they’re back.
Support after closing
The customer gets a reply. The team gets a useful next step.
Explain what the customer can do now and when the team will reply.
Collect the details and hand the conversation to the team.
Urgent or sensitive requests follow your escalation policy.
After closing
A useful reply now. Full context when the team returns.
The customer gets an answer from your delivery information and knows when the team will reply.
The team gets the question, order number and conversation so far.