Service hours & takeover: AI stands guard, on your terms
When AI answers, when it stays quiet, when it must be you — these three decisions define the customer experience. Xiaofan hands you full control: custom service hours, one-click human takeover, flexible takeover duration, and a live view of who is handling each chat.
What it does for you
Custom service hours
Set AI's working hours (overnight spans supported, e.g. 09:00 to 02:00 next day). AI answers within hours and stays quiet outside them — no midnight spam to your customers.
One-click takeover
Important negotiation? Click takeover and AI goes silent instantly. Any chat where you send a message manually switches to human takeover automatically — AI never steals your scene.
Flexible takeover duration
Stay off, or resume after 2 hours, 6 hours, 24 hours or a custom number of minutes. When takeover expires, AI resumes duty on its own — nothing to remember.
Status at a glance
The chat list shows whether AI or a human is handling each conversation. One look at the app tells you which customers need you.
A real scenario
A big buyer arrives — switch to human mode
Long-time customer Mohammed suddenly messages about a large order involving customization and credit terms — a negotiation AI shouldn't touch. Click takeover: AI stops immediately, and you handle the details yourself.
Afterwards, set a 24-hour takeover so AI doesn't fire off an ill-timed auto-reply while you follow up. The next day AI resumes duty on its own — and not one overnight inquiry from your smaller customers was missed.
FAQ
- If I replied manually, will AI keep replying too?
- No. A manual message switches that chat to human takeover and AI steps aside — it resumes only when the takeover period ends, so human and AI never talk over each other.
- Are overnight service hours supported?
- Yes. Spans like "09:00 to 02:00 next day" work fine — perfect for serving customers in other time zones.
- What if I forget to re-enable AI?
- You don't have to remember. Every takeover has a duration and AI resumes automatically. And the status column in the chat list makes lingering takeovers obvious if you ever want to adjust.