# Buy Time

**Function:**

* When a customer inquiry isn't addressed by a live agent within a set timeframe, the module automatically triggers. This can be done independently of the respondingActive status for a listing, meaning you can run Buy Time without having autoresponding on.
* It identifies keywords or phrases from the customer's message.
* Based on these keywords, the module searches your knowledge base for relevant articles or FAQs.
* It then sends the customer to the relevant guidebook link.

**Benefits:**

* **Improved customer experience:** Customers receive immediate assistance even outside of agent availability hours. This reduces frustration and waiting times.
* **Increased self-service:** Customers can find solutions to common problems on their own, reducing the burden on live agents.
* **Enhanced agent productivity:** By deflecting simple inquiries, agents are freed up to handle more complex issues.
* **Consistency in information:** Knowledge base articles ensure consistent and accurate information is delivered to all customers.
* **24/7 availability:** Customers can access help whenever they need it, regardless of the time zone or agent availability.

**Additionally:**

* You can configure the module to provide relevant knowledge base articles even when a live agent is available. This can empower customers to find additional resources while they wait for or chat with an agent.
* Track and analyze the usage data of the module to identify knowledge gaps and improve the content of your knowledge base.

## Operational Rules

If a guest sends a message, and Buy Time hasn't been activated in the last 45 minutes, a message will be sent to the guest including the guidebook link and a deflection note.

Buy time messages get sent 10 minutes after the incoming guest message. If a live agent responds during this buy time window, the buy time message gets cancelled.

Buy Time can work **With or without** auto responding active.

### With Auto Respond Active

If the AI is unable to generate a satisfactory response, Buy Time gets triggered.

### Without Auto Respond Active

If autorespond is innactive, Buy Time will still send the message after a 10 minute delay, provided an agent hasn't already responded and provided that it's outside of the 45 minute window of the previous buy time event.