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Business Hours

Set your operating hours so your agent can inform customers when you’re available.

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Configuring Schedule

1

Navigate to Knowledge > Schedule

Access the schedule configuration.
2

Set Hours for Each Day

Define opening and closing times for each day of the week.
3

Add Exceptions

Mark holidays or special closures.
4

Save

Hours are immediately used by your agent.

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Schedule Features

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Regular Hours

Set standard hours for each day:
  • Monday - Friday: 9:00 AM - 5:00 PM
  • Saturday: 10:00 AM - 3:00 PM
  • Sunday: Closed

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Special Hours

Add exceptions for:
  • Holidays
  • Special events
  • Seasonal changes
  • Emergency closures

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Multiple Shifts

Configure multiple time blocks per day:
  • Morning: 8:00 AM - 12:00 PM
  • Afternoon: 1:00 PM - 5:00 PM

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How Schedule is Used

Your agent uses schedule information to:
  • Tell customers when you’re open
  • Set expectations for response times
  • Trigger after-hours messages
  • Route conversations appropriately

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During Business Hours

Customer: "Are you open?"
Agent: "Yes! We're open until 5 PM today. How can I help you?"

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Outside Business Hours

Customer: "Are you open?"
Agent: "We're currently closed. We'll be open tomorrow at 9 AM.
I can still help answer questions or you can leave a message for
our team to follow up when we open."

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