Holidays
Define non-working days so the AI agent tells customers your team is off and sets the right expectations on tickets.
Holidays let you tell Chatasist which days your team is off. On a holiday the AI agent keeps answering questions from your knowledge base as usual — but when a customer needs a human, it explains that it's a non-working day and offers to open a support ticket, noting that follow-up may be slower until your team is back.
Use it for public holidays, company shutdowns, or any one-off day (or multi-day span) when nobody is around to reply.
Holidays are available on the Starter plan and above. On Free, the Holidays page shows an upgrade prompt.
What changes on a holiday#
On any date that falls within a holiday you've defined:
When a customer asks for a person, the agent tells them — in their own language — that today is a non-working day because of the holiday, and offers to open a ticket. For example: "Today is a non-working day for the holiday. I can open a support ticket for you — follow-up may take a little longer than usual."
If ticket creation is configured for the channel, the agent opens a support ticket so the request reaches an async path your team will see after the holiday. Normal product and policy questions are still answered from your knowledge base.
A holiday doesn't lock anyone out. If a teammate happens to be around, they can view and take over any conversation from the inbox exactly as on any other day.
Add a holiday#
Open Settings → Holidays
In the workspace settings sidebar, choose Holidays. (Managers and administrators can manage holidays.)
Add the holiday
Click Add holiday, give it a name (e.g. "New Year's Day"), and pick a start date and end date.
Single or multi-day
For a single day, set the start and end date to the same day. For a span (for example a multi-day public holiday or a company shutdown week), set the end date later than the start date — the whole range counts as non-working.
Good to know#
- The day is judged in your channel's timezone. A holiday begins and ends at local midnight, matching the work schedule attached to the channel.
- Holidays only change what the agent says. They don't stop the AI from answering questions or creating tickets — customers still get help; they're just told that a human reply may take longer.
- Past holidays are harmless. Dates in the past simply have no effect; you can keep or delete them.
- Pairs with work schedules. Work schedules cover your recurring weekly hours; holidays handle the one-off exceptions on top of them. Outside the hours of the schedule attached to a channel, the agent likewise tells a customer whose ticket is open or in progress that your team is away and when it is next at work.