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How to set business hours and holiday rules for an AI voice agent

InfiVoice ยท 2026-11-14

Your AI voice agent answers every call, but what it should say at 2 p.m. on a Tuesday is not what it should say on a public holiday. Clear hours and holiday rules keep callers from getting the wrong answer.

Step 1. Write down your real hours

List opening and closing times for each day, including lunch breaks and early closings. Keep one source of truth so the agent and your team say the same thing.

Step 2. Decide what happens when you are open

Choose whether the agent answers first, only handles overflow, or transfers to a person. Our handoff guide covers the options.

Step 3. Decide what happens when you are closed

The agent can take a message, book an appointment for the next opening or answer common questions from your knowledge base. Pick the outcome that helps the caller most.

Step 4. List holidays and special days

Add the dates you close or change hours, and the wording to use. A caller on a holiday should hear when you reopen, not just that you are closed.

Step 5. Handle urgent calls

If your business has emergencies, define what counts as urgent and where those calls go, even outside hours.

Step 6. Mind the time zone

Set the time zone you work in so the agent reads the clock correctly, especially if you serve callers in other regions.

Step 7. Test every case

Call during open hours, closed hours and a holiday date you set up. Check what the agent says each time. Our testing guide explains how.

What it costs

InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.

Frequently asked questions

Can the agent answer outside business hours?

Yes. An AI voice agent can answer at any hour, and you decide whether it takes messages, books appointments or shares information.

How do I update holiday dates?

Edit the instructions or knowledge base with the new dates and test a call before the day arrives.

Can I send urgent calls to a person after hours?

You can define what counts as urgent and set a transfer or notification for those calls.

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