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Set up office hours

Configuring a schedule defines when the team is considered within or outside its working hours. Sending an automatic message also requires that message to be enabled and configured.

If the conversation team has its own active schedule, that schedule is used; otherwise the active workspace schedule is used. Check the workspace time zone when configuring intervals and do not assume each agent's local zone is used automatically.

Set default office hours

Office hours are not specified by default in your workspace, which means that availability is set to 24 hours a day, 7 days a week, always available. You can modify the office hours from Settings < General < Office Hours.

Select Add to set different schedules for the days of the week. You can add split schedules if you select the same day several times and the times do not overlap.

Remember that to select a full day (24h) the hours must go from 00:00 to 23:59. If you have doubts about the hours selected, check the total hours that are computed per day, they appear after the =.

To apply the changes made to the office hours you must select the Save changes button, otherwise the previous timetable will be maintained.

Set custom office hours for teams

Schedules use the workspace time zone. A team can have its own active schedule; otherwise the active workspace schedule is used. Each agent's local zone is not used automatically.

To learn how to create and edit teams, see Organize inbox by teams

This also allows you to customise the schedule of teams in the same time zone, but with different targets and availability. For example, the sales team operates from 9:00 to 17:00 and the support team operates around the clock 24 hours a day.

Switch workspace

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Check out-of-hours messages

Review the schedule and team that apply to the conversation.
Separately check whether the out-of-hours message is active and its content and language are configured.
Test inside and outside the intervals with a test contact.
Check rules and automations that also act on that conversation.

AI agent assistance may behave differently: the service that adds schedule messages skips conversations assigned to an AI agent. Do not treat that test as a guarantee of identical behavior across every automation.

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Set default office hours

Set custom office hours for teams

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Check out-of-hours messages