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# Additional Gorgias actions

In addition to the handoff action, the Gorgias Utilities app exposes two utility actions you can use within a handoff to set end-user expectations or branch the conversation before escalating.

## Check business hours

The **Is in Business Hours** action returns whether the Gorgias account is currently within its configured business hours, letting you branch between live agent escalation and a deflection or email-fallback path.

**To set up the Is in Business Hours action:**

1. Add the **Gorgias Utilities** block with action **Is in Business Hours** to your answer. The block has no inputs.
2. The block exposes a single boolean output, `is_in_business_hours`: `true` if the current time falls within the Gorgias account's configured business hours, `false` otherwise.
3. Use the output in an **If/Else** branch (or equivalent) to route the conversation to live chat or an out-of-hours flow.

> **Note**
>
> If the Gorgias account has no business-hours setting configured, the action returns `true`. Configure business hours in Gorgias under **Settings → Business Hours** to rely on this action.

## Get median first response time

The **Get Median First Response Time** action returns the median first response time for the Gorgias account over the past 7 days. Use it to set end-user expectations about the live chat wait time before they escalate.

**To set up the Get Median First Response Time action:**

1. Add the **Gorgias Utilities** block with action **Get Median First Response Time** to your answer.

2. Optionally provide a `tags` input — a comma-separated list of Gorgias tag names — to filter the calculation to tickets carrying any of those tags. Leave it blank to include all tickets.

3. The block exposes three outputs:

   | Output                             | Description                                                                                                                  |
   | ---------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- |
   | `median_first_response_time_value` | The raw median first response time, as a number.                                                                             |
   | `median_first_response_time_units` | The units the value is in. Currently always `seconds`.                                                                       |
   | `response_time_message`            | A friendly, end-user-displayable string: `Less than a minute`, `About 5 minutes`, `More than 5 minutes`, or `Not Available`. |

4. Surface `response_time_message` to the end user as part of the pre-handoff messaging if desired.

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