Why it matters
In Whippy, business hours are configured at the channel level, not globally for the entire organisation. These settings control when each channel is considered open or closed and directly affect auto responses, call routing, voicemail behavior, web chat visibility, and after-hours call flows. Correct channel-level configuration ensures customers get the right experience for each phone number or inbox.
Key Concepts
Business hours: The days, times, and time zone that determine when a specific channel is open.
Channel: A phone number, inbox, or communication endpoint that receives messages or calls.
After-hours behavior: What happens when a message or call comes in while a channel is closed.
Auto responses: Automated messages sent during or after business hours.
Call flows: Rules that define how inbound calls are handled, especially outside business hours.
How Business Hours Work in Whippy
There is no organisation-wide business hours setting.
Business hours must be configured individually for each channel.
Each channel can have its own time zone, schedule, and after-hours behavior.
All open/closed logic in Whippy relies on the channel’s business hours.
Step-by-Step: Edit Business Hours for a Channel
Open Settings in Whippy.
Navigate to Organisation settings.
Click Channels.
Select the channel you want to update.
Open the Business hours section.
Select the correct Time zone for the channel.
Review the days Monday through Sunday.
Toggle each day on or off depending on whether the channel operates that day.
Set the start and end times for each enabled day.
Save your changes.
These hours determine when the channel is treated as open or closed across Whippy.
Step-by-Step: Configure Auto Responses During and After Business Hours
Auto responses are also configured per channel and rely on that channel’s business hours.
Open Settings.
Go to Organisation settings → Channels.
Select the channel you want to configure.
Open Auto responses.
Configure the message for:
During business hours, and
After business hours.
Save your changes.
Whippy automatically sends the correct response based on whether the channel is open or closed.
Step-by-Step: Configure Call Behavior Outside Business Hours
Call handling outside business hours is controlled by the channel’s call flow settings.
Open Settings.
Navigate to Organisation settings → Channels.
Select the channel that receives inbound calls.
Open the Call flow or Call settings section.
Locate the After-hours call flow configuration.
Choose how calls should be handled when the channel is closed. Common options include:
Play an after-hours message.
Send callers to voicemail.
Redirect calls to another destination or number.
Configure any required messages, voicemail settings, or routing rules.
Save your changes.
These settings ensure callers receive clear guidance when your team is unavailable.
How Channel Business Hours Affect Whippy Features
Channel business hours are used to control:
Auto responses sent during or after hours.
Call routing and voicemail behavior.
After-hours call flows.
Web chat visibility when chat display rules depend on open or closed status.
Automation timing that relies on channel availability.
If multiple channels exist, each one must be configured individually.
Tips and Best Practices
Always confirm the time zone for each channel before saving business hours.
Use different business hours for channels that serve different teams or regions.
Set clear after-hours auto responses to manage customer expectations.
Test inbound calls outside business hours to confirm the correct call flow triggers.
Review channel business hours whenever staffing schedules change.
Troubleshooting
Issue | Possible Cause | Fix |
Auto responses sending at incorrect times | Channel time zone incorrect | Update the channel time zone |
Calls not following after-hours rules | Call flow not configured | Review after-hours call flow settings |
Channel appears open when it should be closed | Incorrect day or time range | Recheck channel business hours |
Web chat showing unexpectedly | Chat display depends on channel hours | Verify business hours for the chat channel |
Changes not applied | Settings not saved | Save changes after editing |