Universal business-hours logic for AI escalations

Business problem

Current business-hours logic in AI Journeys only applies to explicitly designed flow paths. This leaves approximately 50% of escalations—such as those triggered by direct customer requests for a human, bot failure, or mid-flow interruptions—operating without time-based constraints, leading to conversations being escalated to agents outside of working hours.

Wished result

A universal business-hours setting for all AI escalations that applies regardless of the trigger type. This would ensure that any escalation—whether planned in a Journey, triggered by AI inability to answer, or requested by the customer—respects the availability of the team and routes the customer to the appropriate offline flow when necessary.