Business Hours / Shifts
|Meaning||This is the time range you have set up in your Analytics section, in which your team is expected to respond to customers. If you have multiple Teams, each team has its own business hours setting. You are also able to turn this off.|
Set or disable your business hours
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.
Your business hours are set for 9:00AM - 5:00PM and a message arrives at 6:00 PM. Your team replies the next day at 9:30 AM. Response time will count as 30 minutes.