Configuring business hours

Business hours define when your team is available to respond. They affect SLA calculations, auto-response behavior, and the availability status shown on your website chat widget.

Setting your hours

Go to Settings > Business Hours. For each day of the week, toggle whether your team is available and set the start and end times. Select your timezone from the dropdown. For example, Monday through Friday, 9:00 AM to 6:00 PM, Eastern Time.

How business hours affect your workflow

SLA timers pause outside business hours so your team is not penalized for off-hours wait time. The website chat widget can show different availability messages during and outside business hours. Automation rules can use 'during business hours' and 'outside business hours' as conditions.

Multiple business hours

If your team operates across multiple timezones or you have different hours for different inboxes, you can create multiple business hour profiles. Assign a specific profile to each inbox in the inbox settings.

Holiday hours

Mark specific dates as holidays when your team will not be available. Holiday dates override your regular schedule. SLA timers pause during holidays and the widget shows your outside-hours message.