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Pitaj.io

Business Hours & Human Escalation

One of Pitaj.io’s greatest advantages is the hybrid support model: your autonomous AI handles 80% of routine inquiries around the clock, while nuanced or high-value cases smoothly escalate to your human staff.

Configuring Business Hours

To let the assistant know when support representatives are active:

  1. Navigate to Workspace Settings → Business Hours.
  2. Select your operating timezone (e.g., Europe/London, America/New_York, or CET).
  3. Set your schedule for each day of the week:
    • Monday – Friday: 08:00 - 17:00
    • Saturday: 09:00 - 13:00
    • Sunday: Closed
  4. Register company-specific holiday dates and regional observances.

Live Human Handover (During Business Hours)

When a customer requests human assistance (or when a procedure triggers an escalation condition):

Instant Inbox Audio Alert

A persistent audio chime rings across agent dashboards, and the ticket is prioritized under Pending Handover.

Seamless Chat Transition

The widget notifies the visitor: “Support specialist Alex joined the chat”. The AI model automatically pauses output.

While the human agent interacts with the customer, they have access to:

  • AI Suggested Drafts: One-click replies generated from your knowledge base to accelerate response times.
  • Return Control to AI: Once the inquiry is resolved, the agent clicks Resume AI Mode to re-enable autonomous answering.

After-Hours Behavior

When a visitor requests human contact outside scheduled hours:

Assistant: "Our support representatives are currently away from desk. Our standard support hours are Monday through Friday, 8:00 AM to 5:00 PM CET.


Please leave your email address or phone number, and a representative will follow up first thing in the morning!"


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