# Bring in your team, and opening hours

> Choose when the bot hands a visitor to your team, set opening hours, and decide what happens when nobody replies or nobody is online.

Open your bot and go to **Team**.

![The Team step: human handoff, keywords, high-intent pages and reminders](https://aura.oneinfer.ai/docs/images/bot-team.webp "Team step, demo bot")

## When a visitor gets a person

A chat goes to your team when the visitor:

- uses one of your **Keywords** (by default "human", "agent" and "talk to someone"), as a whole word in any case;
- says yes right after the bot's fallback offer, such as "yes", "sure", "ok" or "please".

The bot tells them "I'm bringing in someone from *your team name*. They'll reply here." The chat shows on [Live](https://aura.oneinfer.ai/docs/live) under **Waiting for you**, it becomes a [ticket](https://aura.oneinfer.ai/docs/tickets), and your team is [alerted](https://aura.oneinfer.ai/docs/notifications).

| Setting | Default | What it does |
|---|---|---|
| Offer to connect visitors with your team | On | Turns keyword matching on or off. A yes to the fallback offer still brings in your team. |
| Keywords | human, agent, talk to someone | Comma-separated, up to 20. |
| High-intent pages | /pricing, /checkout | One path per line. Your team is alerted when someone stays on one of these. |
| Dwell time (seconds) | 120 | How long on a high-intent page before the bot offers help and your team is alerted, from 10 to 3,600. |
| Offer help after the dwell time | On | A message beside the chat button invites them to ask, once per page per visit. It isn't shown to someone who has opened the chat, or who closed a message there before. |
| Offer message | Questions about this page? I'm here to help. | Up to 140 characters. Write it for the pages you listed, such as "Comparing plans? I can help you pick one." |
| Team email | Empty | Gets an email when a visitor asks for a person and nobody from your team is online. Emails to visitors name it as where to reply. |

## If nobody replies

Under **If nobody replies**:

- **Remind your team after (minutes)** (default 3): alerts again, in Aura, Slack and Microsoft Teams. 0 for never.
- **Ask the visitor for an email after (minutes)** (default 10): the bot says sorry for the wait and asks for their email, so your reply reaches them there. 0 for never.

These steps don't run outside opening hours.

## When nobody is online

Your team counts as away when nobody has used Aura in the last 10 minutes, or outside your opening hours. Then a visitor who asks for a person hears that nobody is online (or when you're back) and is asked for their email.

![The chat on a site: the bot asks for an email while the team is away](https://aura.oneinfer.ai/docs/images/widget-offline.webp "The chat while your team is away, demo site")

Your replies are emailed to them about 90 seconds after you send them, from support@oneinfer.ai, unless they're back on your site by then. If **Team email** is set, it gets an email for each visitor who asks while you're away.

## Opening hours

Turn on **Set opening hours** to tell visitors when your team answers. The bot knows them too, so it can answer "are you open?".

1. Choose your **Time zone**.
2. Use **Weekdays 9–6** or **Every day 9–9** under **Quick set**, or set each day: tick it, set the times, and use **Add hours** for a split day (up to three ranges a day).
3. Choose **Save**.

Outside opening hours your team counts as away, even if someone has Aura open, and visitors are told when you're back, in their own time zone. You can still reply at any time.

## How chats end

Under **Chats**:

| Setting | Default | What it does |
|---|---|---|
| Before the chat | Don't ask | Ask first-time visitors for their name and email: **Ask, and let them skip** or **Ask, and require both**. Asking puts some people off, so optional is a good middle ground. |
| Close quiet chats after (minutes) | 30 | A chat with no new message for this long closes, and the visitor is asked to rate it. 0 for never. |
| Email visitors a copy of the chat when it closes | Off | Only to visitors who gave an email. Visitors can also ask for a copy themselves when a chat ends. |

Closing a chat doesn't solve its ticket: a closed chat can still be a ticket your team owes an answer on. See [Tickets](https://aura.oneinfer.ai/docs/tickets).