Why it matters
Business hours control when a channel is considered open and support related behavior such as auto responses and call handling.
Key Concepts
Business Hours tab: The Business Hours tab appears inside a channel and is used to update that channel's opening schedule.
Timezone: The selected timezone determines how the schedule is interpreted.
Apply to selected days: Business hours can be applied across selected days so repeated schedules do not need to be entered manually.
Step-by-Step: Edit channel business hours
Open Settings > Channels.
Select the channel you want to update.
Open the Business Hours tab.
Confirm the timezone for the channel.
Update the open and closed times for each day.
Use apply-to-selected-days controls when the same schedule applies to multiple days.
Review Auto Responses if message behavior should change when the channel is open or closed.
Tips and Best Practices
Confirm the timezone before changing hours for distributed teams.
Keep closed days explicit so after-hours behavior is predictable.
Review auto responses after changing business hours.
For phone channels, also review Call Flow if after-hours call handling matters.
Troubleshooting
Issue | Possible Cause | Fix |
Auto responses send at the wrong time | The channel timezone or business hours may be incorrect. | Open Business Hours, confirm the timezone, then review the schedule. |
A day should be closed but still appears open | Hours may still be configured for that day. | Edit the day and remove or close the open interval. |
Call behavior does not match business hours | The phone channel's Call Flow may have separate handling. | Review the channel's Call Flow tab after updating business hours. |