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. A company admin must also be a team admin to change a team's business hours.|
To set or disable your business hours, head over to your report dashboard in Analytics > click Business hours in the top right corner:
You will then be able to change business hours for each day of the week:
Note that a company admin must also be a team admin to be able to change a team's 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.