After hours and overflow, answered without a night shift
An after-hours policy routes nights and weekends to the AI agent, with an escalation destination.
The problem
Sound familiar?
“At 5:01 pm our phones might as well be off — anyone calling after hours hears voicemail.”
“When everyone is busy, new callers wait on hold or hang up.”
What the agent does
One after-hours policy decides what happens to a call the moment your schedule says you are closed: the AI agent answers, handles the routine, and escalates what it cannot. The same policy shapes overflow during the day.
Setup
How it works in Canopy
- 1. Set your open hours in VoIP → Schedules. The schedule is the one source of truth the after-hours policy compiles onto.
- 2. Create the policy in VoIP → After-hours. Pick the schedule, the AI branch and an escalation destination for calls the agent should not keep.
- 3. Preview the exact routing. The policy page previews the branch a caller takes at any hour before you publish.
- 4. Publish and watch the calls. After-hours calls land in the call log with their transcripts, and messages reach the inbox.
Sample
Sample conversation, illustrative
Caller
Hello? Anyone there?
AI receptionist
You have reached Northgate Dental after hours. I can help with appointments, or take a message for the morning team.
Caller
I chipped a tooth. Do you do emergency visits?
AI receptionist
We hold emergency slots each morning at eight. Connecting you to our on-call line now.
Which plan
The plans that carry this.
Automate
$99 /user/mo
billed monthly
