Business Hours
Set your team's business hours so customers know when to expect a response. Business hours affect:
- 1. SLA timers — paused outside of business hours
- 2. Auto-reply messages — different replies for in-hours vs. out-of-hours
- 3. Analytics calculations — response times only counted during business hours
Setting Business Hours
- 1. Go to Settings → Schedules
- 2. Define your operating days and hours
- 3. Set your timezone
- 4. Optionally add holiday dates
Agent Shifts
Individual agents can set their own shift times in their account settings:
- 1. Shift start/end time — When the agent is available
- 2. Working days — Which days of the week
- 3. Away status — Manually toggle availability
Away Status
Agents can set their status to "Away" to indicate they're temporarily unavailable (break, meeting, etc.). While away:
- 1. Auto-assignment will skip the agent
- 2. Other agents can see the away status
- 3. Existing assigned tickets remain assigned
💡 Tip: Configure business hours early — they affect how SLA timers are calculated and how your analytics metrics are reported.