Why it matters
Business hours define when your team is considered available. They control when auto responses are triggered and help automate communication outside normal operating times.
Key Concepts
Business Hours: The defined time periods when your team is online and active.
Time Zone: The channel’s configured local time zone used for scheduling responses.
Channel: A communication path (such as SMS, Email, or Voice AI) that has its own operating schedule.
Step-by-Step: Configure Business Hours
Go to Settings.
Navigate to Settings → Organisation Settings → Channels.
Edit the desired Channel.
Find the channel you want to adjust, then click the three horizontal dots under Actions and select Edit Channel.
Set the Time Zone.
Choose the correct Time Zone for your business hours from the dropdown menu.
Define your operating hours.
For each day of the week:
Toggle the day on or off.
Adjust the start and end times.
By default, hours are set from 12 AM to 12 AM.
Copy hours to other days (optional).
Click the Copy button.
Select the days to apply the same schedule.
Click Apply to confirm.
Confirm updates.
Business hours save automatically — there is no save button.
A green banner will appear at the top of the dashboard confirming that updates were applied.
Tips and Best Practices
Verify your time zone before editing hours to avoid scheduling mismatches.
Use consistent hours across similar channels (e.g., all SMS channels).
Keep closed hours accurate so auto responses trigger correctly.
Revisit hours regularly when staffing or availability changes.
Troubleshooting
Issue | Possible Cause | Fix |
Hours not updating | Changes not confirmed | Wait for the green confirmation banner to appear. |
Wrong timezone applied | Default timezone unchanged | Select the correct timezone and recheck operating hours. |
Auto responses not matching schedule | Business hours misconfigured | Adjust hours to reflect your actual open/closed times. |