# Conversation settings

Business hours, greetings, auto-close, attachments, and the AI helpers your team gets while working a conversation.

Source: https://docs.omazy.ai/how-to/engage/conversation-settings/

These settings shape how a conversation behaves before anyone types. They live
in the console under **Settings** for the app, not the workspace, so two brands
can keep different hours and different manners.

## Business hours

Set a timezone and an open and close time per day, with any day marked closed.

The setting that earns its place is the **out-of-hours message**. Without one, a
customer arriving at midnight gets the same experience as one arriving at noon,
right up until they wait an hour for a human who is asleep.

A good out-of-hours message does two things: it says when you will be back, and
it says what happens next. "We are closed until 9am Monday. Leave your question
and we will reply then" sets an expectation. "We are currently closed" just ends
the conversation.

Your agent keeps working out of hours. Hours govern the human half.

## Conversation handling

| Setting | What it does |
|---|---|
| **Greeting** | The opening message on a new conversation |
| **Closing message** | Sent when a conversation is resolved |
| **Auto-close after** | Hours of silence before a conversation closes itself |
| **Allow attachments** | Whether customers can send files |

**Auto-close** is the one worth thinking about rather than accepting. Too short
and you close conversations while the customer is finding their order number.
Too long and your open queue fills with conversations that ended days ago and
nobody can tell which ones are real work.

A conversation that auto-closed is not the same as one that was resolved. If your
resolution numbers look excellent and your queue is always empty, check what
auto-close is set to before celebrating.

**Attachments** are worth enabling for anything visual. "It looks wrong" costs
five messages to diagnose and one photo to solve.

## AI assist

Helpers for the humans on your team, separate from the agent that answers
customers.

| Helper | What it does |
|---|---|
| **Suggest replies** | Drafts a reply the operator can edit or discard |
| **Summarise long threads** | Condenses a long history so a new operator can catch up |
| **Detect sentiment** | Flags how the customer is feeling |

Summarising is the quiet winner. The expensive moment in support is the handover,
where someone reads forty messages before they can help. A summary turns that
into ten seconds.

Suggested replies need a house rule: they are drafts. An operator who sends them
unread is slower to be wrong than the agent would have been, which is the worst
of both approaches.

### Catalog suggestions

A separate control with three settings, governing whether the widget follows a
reply with product cards.

| Setting | Behaviour |
|---|---|
| **Auto** | Show cards when they look relevant |
| **Strict** | Only when the match is confident |
| **Off** | Never |

Start on strict if you sell anything where a wrong suggestion is embarrassing.
Auto is for catalogues where any near-match is still useful.

## Not configurable yet

Four screens under Settings exist but are not editable. They show defaults and
say so in the console:

| Screen | Status |
|---|---|
| **SLA** | Targets are shown, editing is not available yet |
| **Forwarding** | Rules are not available yet |
| **Skills** | Routing by skill is not available yet |
| **Data fields** | Schema editing is not available yet |

They are listed here so you do not spend an afternoon looking for the save
button. Defaults apply until the editing lands.