Why it matters
Business hours help Whippy determine when your team is available to handle conversations. These settings affect autoresponses, after hours behaviour, call routing, and reporting. Accurate hours ensure customers receive the right expectations and that automations trigger at the correct times.
Key Concepts
Business Hours: The open and closed schedule for a specific channel. Each channel can have its own hours.
Time Zone: The regional time zone applied to all business hour calculations.
Day Toggle: Controls which days the channel operates.
Copy Function: A tool that applies one day’s schedule to multiple days at once.
Step-by-Step: Set Business Hours for a Channel
Open the Channels settings.
Go to Organisation Settings → Channels.
Select the channel you want to configure.
Click the three vertical dots in the Actions column and choose Edit channel.
Go to the Business Hours tab.
This tab appears for all channel types and controls the open hours for that channel.
Set the time zone.
Use the dropdown to choose the correct Time Zone for this channel.
All open and closed hours follow this setting.
Configure each day's operating hours.
For Monday–Sunday, you can:
Toggle the day on to set open hours.
Toggle the day off if the channel should be closed that day.
When toggled on, enter your Start and End times for that day.
Copy hours to other days (optional).
Click the copy icon next to a day’s schedule.
Select the days you want to apply the same hours to.
Save the selection to duplicate the times.
Save your changes.
Whippy saves the updates as soon as each field is adjusted and will show a success banner in the top right corner.
Tips and Best Practices
Set business hours per channel, not organisation wide, so each team (Support, Sales, Locations) can operate independently.
Keep the time zone consistent with the team responsible for that channel.
Use the copy feature to speed up setup when most days share the same schedule.
Review business hours whenever your team’s staffing or availability changes.
Ensure business hours match your Autoresponses and Call Flow settings to avoid conflicting logic.
Troubleshooting
Issue | Possible Cause | Fix |
Autoresponses triggering at the wrong time | Incorrect time zone | Update the time zone in the Business Hours tab. |
Certain days appear closed | The day toggle is turned off | Enable the toggle and set start and end times. |
Changes not appearing | Page not refreshed or unsaved edits | Reopen the channel settings or adjust the time fields again. |
Phone channel call routing not working after hours | After hours routing not configured | Update the Call Flow tab to define after hours actions. |