# Veilleur: replying when you are closed > Veilleur is the AI agent that replies right away to a customer who writes while you are closed, with the reopening time (“tomorrow at 9 am”, “on Monday at 9 am”), then passes the request to your team for when you open. It is an AI agent in its own right, included in every plan: it works alongside Coucou or Allô, each with its own mission. ## Add Veilleur 1. Open **Automation › AI agents**. In **Other agents**, click **Add** on Veilleur’s card. 2. **Your opening hours**: keep your current hours, or choose Monday to Friday (9 am to 6 pm), Monday to Saturday (9 am to 7 pm) or Tuesday to Saturday, lunch and evening. The choice is already made from your line of business. 3. **Your away message**: short, with the reopening time; asking what the customer needs; or, for a restaurant, asking for the day, time and number of guests. 4. **Try** shows the message as the customer reads it. Click **Continue**, read **What we set up**, then click **Activate**. ## What Veilleur installs - The **Outside opening hours** scenario, active right away: it only writes to a customer who wrote to you, with a fixed text you have read. - Your opening hours, if you chose some, once a channel is connected. - A team called **Team** to receive requests, only if your workspace has none yet and your plan includes teams (Team or Pro). In the inbox, the **Who is replying to the customer** badge shows Veilleur’s look while its scenario holds the conversation. ## Keep an eye on Veilleur Once added, Veilleur’s card, in **Other agents**, shows its status (**Running** or **Paused**) and its away messages sent this month. **Settings** opens the scenarios. **Pause** only stops its scenario, until you click **Resume**: the AI agent that replies to your customers is not affected. **Remove** undoes what Veilleur set up: the **Outside opening hours** scenario is paused then deleted, your hours are put back as they were and the team it created is removed if nobody uses it. Whatever you have changed since is kept. ## Voice notes, photos and follow-up - A voice note, photo, video or document received while you are closed triggers the away message, just like a text. - The away message does not count as a reply from the team: the conversation stays waiting and the first response time runs until a team member replies. - If the scenario stops on an error, the thread shows “The “Outside opening hours” scenario stopped on an error: reply to the customer yourself”. - If WhatsApp refuses the away message after sending, a line says so in the thread, the team is notified and the message’s credits are returned. ## In the customer’s language The away message goes out in the customer’s language: the one they write in (“Hello” gets the message in English), otherwise the one on their contact card or from their number. The messages Veilleur suggests exist in French, Spanish and English, and the right one goes out on its own. If you write your own text, it goes out as it is: add its translations in the scenario, in the message’s **Other languages** section (see [Create a scenario](https://wyp.chat/en/help/creer-workflow)). ## If the customer writes again Veilleur replies once a day to the same customer. If they write again and nobody on the team has replied, your AI agent takes over if it replies on its own on that channel; otherwise an acknowledgement is sent once and the team is notified. See [Your AI agent on WhatsApp, Messenger, Instagram, Telegram](https://wyp.chat/en/help/agent-ia-messageries), **If nobody on the team replies** section. **Good to know** The reopening time is worked out from the conversation’s opening hours: the website chat’s, otherwise those of the number or team. Without hours, or more than a week away, the message says “as soon as we reopen”. With no opening hours at all you are never closed: Veilleur sends no away message. Opening hours are included in every plan, Free and Solo too: change them in **Settings › Team**, **Opening hours and response times** section. Only tracked response times need the Team or Pro plan. To change the text later, open the scenario in **Automation › Scenarios**. A typical journey sends a single message to the customer. ## Related articles - [Coucou, Allô and Veilleur: your AI agents](https://wyp.chat/en/help/agents-ia) Coucou and Allô are the two looks of your AI agent, and Veilleur replies when you are closed. Set them up in three steps: set up, try, activate. - [Create a scenario](https://wyp.chat/en/help/creer-workflow) Create a WYP.chat scenario from the gallery or from scratch, started by a message or by your AI agent, test it in the simulator, then activate it. - [Organise the team: teams, response times, quick replies, tags](https://wyp.chat/en/help/organiser-equipe) Teams share out the conversations, response times prevent anything being forgotten, and quick replies and tags save everyone time. - [Your AI agent on WhatsApp, Messenger, Instagram, Telegram](https://wyp.chat/en/help/agent-ia-messageries) Your AI agent answers your customers on WhatsApp, Messenger, Instagram and Telegram once the owner has turned it on and you have chosen, channel by… **Learn more** - [Industry AI agents, built for WhatsApp](https://wyp.chat/en/ai-agents) - [Website chat, in the same inbox as WhatsApp](https://wyp.chat/en/channels/website-chat) --- Source: https://wyp.chat/en/help/veilleur · Updated on 13 October 2026