Business Hours

Term: Business Hours
Meaning Times when your team is expected to reply to customers

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If your team covers both EST and PST time zones from 9:00 AM - 5:00 PM respectively, but you are based in PST set business hours from 6:00 AM - 5:00 PM to cover all working times

  • Time zones: Business hours should be defined to your current time zone. If you have teams in multiple time zones, set business hours to include other locations to ensure their data is captured
  • Responding outside of business hours: When business hours are set, hours that fall outside of them will not count towards response and handle times, giving you a clearer picture of how your teammates are performing. Keep in mind that if you deactivate Saturday and Sunday, but respond on Sunday to a message received on Saturday, the response time for that conversation will be 0 (because 0 business hours passed between its receipt and handling).

  • No retroactivity: For performance reasons, business hours are applied every time you receive or send a message. This means that if you edit your business hours, it won't change the response time of past messages. It will only affect future conversations.

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  • We operate 24/7. If I disable the business hours would that cover the 24 hours?

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  • Trying to set hour business hours but nothing happens when I click on 'save'... what am I doing wrong?

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