Salesforce Conversations Start Outside Business Hours in Enhanced Chat

To prevent sessions from starting outside business hours, create an Enhanced Bot to end conversations and configure an Omni-Channel Flow to route them starting outside of business hours to that bot.

Prerequisite:

• The business hours are 9:00 AM to 6:00 PM JST (0:00 AM to 9:00 AM UTC), excluding Sundays. 

Enhanced Bot configurations:

• Dialogs > [Welcome] dialog
  • Update the message to state that the conversation cannot be accepted as it is outside business hours
  • In [Next Step], change the action to [Start another dialog] (End Chat)
• Overview > Settings
  • Set [Custom]  and 0.0 in Bot Response Delay

Omni-Channel Flow resource configurations:

• Variable 1
  • Data Type: Date/Time
  • NOW()
• Variable 2 (UTC)
  • Data Type: Date/Time
  • DATETIMEVALUE(TEXT(TODAY())&" 00:00:00")
• Variable 3 (UTC)
  • Data Type: Date/Time
  • DATETIMEVALUE(TEXT(TODAY())&" 09:00:00")
• Formula 1
  • Data Type: Number
  • WEEKDAY({!$Flow.CurrentDate})
• Flow element: Decision
  • [Any Condition Is Met (OR)]
  • Variable 1 | Less Than | Variable 2
  • Variable 1 | Greater Than | Variable 3
  • Formula 1 | Equals | 1 

This Decision element routes the flow to the first path when outside business hours and to the Default Outcome when within hours. By routing the first path, you can end the sessions that start outside of business hours.