Quick answer
Phone Agent availability is configured through the agent setup and agent configuration. Availability depends on the locations selected for the agent, each location's work hours, and which call workflows are enabled.
Where to set availability
Open Phone Agent > Agents.
Open the agent you want to configure.
Edit the agent configuration.
Review the selected locations.
Open the location settings and check Work Hours.
Update opening days, closed days, start times, end times, and any split sessions if your clinic has them.
Save the agent configuration.
Where hours can come from
During setup, Phone Agent may use information from your clinic website, Google business information, or manual edits. You should always review the hours before going live.
If the imported hours are wrong, edit them manually in the agent configuration. Do not rely on website or Google hours if your actual receptionist availability differs from public opening hours.
Availability by location
If your clinic has more than one location, check each location separately. Services, team members, opening hours, policies, and workflows can vary by location.
What availability affects
Availability affects how the agent handles calls about appointments, services, and clinic access. For example, if a caller asks for a booking outside available hours, the agent should follow the configured workflow rather than inventing availability.
If the agent gives the wrong availability
Check the location selected for the call.
Check the location's work hours.
Check whether the service exists for that location.
Check whether the correct PMS integration is connected if the agent is checking live availability.
Check whether the call was answered by the correct agent and phone number.
When to contact support
Contact Motics support if the hours are saved correctly but the agent still gives the wrong availability. Include the agent name, location, expected hours, what the agent said, and the approximate time of the call.