Business Hours

Business hours define when your team is actively working. Once configured, you can use them in routing rules and support workflow automation to behave differently inside vs. outside your working window.

Configure business hours

1. Go to Settings → Routing (or Settings → Organization).
2. Find the Business hours section.
3. Set your timezone.
4. For each day of the week, toggle it on and set a start and end time (e.g., Mon-Fri 09:00-18:00).
5. Days with no hours set are treated as closed (outside business hours all day).

Hours are evaluated in the timezone you set. If a conversation arrives at 17:30 in your configured timezone on a Tuesday and your Tuesday hours are 09:00-18:00, that’s inside business hours.

Using business hours in routing rules

Add a Business hours condition to a rule to route conversations differently based on when they arrive:

Name: After-hours conversations
Condition: Business hours = outside
Action: Add tag = after-hours
         Assign to agent = On-call Agent

Or to send conversations that arrive during working hours to the main team and after-hours ones to a different queue:

Name: In-hours to main team
Condition: Business hours = inside
Action: Assign to agent = Main Support Agent

The condition values are:

• Inside: conversation arrived while business hours are open.
• Outside: conversation arrived outside business hours.

Business hours and pending follow-up

If you have support workflow automation enabled with business hours aware follow-ups, pending conversation nudges are rescheduled to land at the start of the next open business hours window rather than at a fixed interval in the middle of the night. This keeps follow-ups from arriving when no one is watching.

Split hours

Business hours support split configurations per day - for example, if your team is available 09:00-12:00 and 14:00-18:00 with a lunch break. Contact support to configure split hours.

No business hours = always open

If you leave business hours unconfigured (no days set), the system treats every moment as “inside business hours.” Routing rules with a business hours condition will match the “inside” value at all times.