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Holiday windows

Coming soon. Prepare holiday behavior ahead of time and publish the agent once. At the configured start, CXP uses the dated setting; at the exclusive end, it resumes the ordinary weekly behavior without another publication.

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Prerequisites

You need Owner or Admin access to the Concierge Agent and an editable draft. Confirm the agent’s Business Hours timezone before entering dates.

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Add a window

  1. Open Agents > Concierge, select your agent, and open Handoff.
  2. Select Create draft or open its existing draft.
  3. Under Holiday windows, select Add holiday.
  4. Enter a label and use the date and time pickers to select the local start and end in the agent’s timezone. The end is exclusive: a full-day closure runs from midnight on the holiday to midnight the next day.
  5. Choose an effect and add any message overrides.
  6. Select Apply to draft, then Preview. Use the holiday selector to inspect another window; Details lets you enter a test date and time.
  7. Select Save draft, then use the existing Publish draft action.
Holiday windows in a CXP Concierge Agent draft For example, close from December 24 at 2:00 PM through December 26 at 9:00 AM in the agent’s timezone, and set Welcome when closed to:
Our team is away for the holiday. We will follow up when support resumes.
If only the greeting needs to change, use Messages only with a Welcome override instead. Configuring a notice does not enable Business Hours.

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Preview and messages

Preview shows the effective status, matched window, messages, and their source. Use the same local test time before, during, and after the window to check the result. Closed status follows the agent’s existing closed-hours handoff behavior; the preview does not check provider or live-agent availability. You can override the ordinary or closed welcome, handoff message/instructions, and personalized voice welcome template. Empty overrides use the existing agent message. A selected holiday welcome applies in every language; holiday-specific translations are not supported. A handoff-only override leaves welcome localization alone. Templates and personalized handoff instructions are shown as configured. Fresh voice responders use the active holiday instructions when preparing personalized handoff wording. Their final wording depends on conversation context, and an existing conversation may retain personalized wording prepared before a boundary. An already-loaded widget can retain its greeting until a normal reload.

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Reuse or remove windows

Select rows and choose Copy selected to next year. Review every proposed date and message, correct moving holidays or invalid dates such as February 29, then apply, preview, save, and publish normally. Copying creates no recurrence and does not publish automatically. Edit changes a window in the draft. Remove removes it from the draft; the live configuration changes when you publish. Overlaps and invalid local times are rejected using the same validation as runtime. Each agent owns its windows and uses one timezone. Shared calendars, bulk publication, alternate opening hours, and recurring holiday rules are outside this MVP.