Configure office hours

Set your team's weekly schedule, timezone, and holidays so SLA clocks pause outside working hours and customers see when you are away.

JM
James Morton
Written By James MortonLast updated about 2 hours ago

Office hours define when your team is working, so SLA timers pause outside them and customers know when to expect a reply. This article covers setting your schedule and what it affects.

Configure your schedule in Settings > Support > Office hours.

Set your schedule

  1. Go to Settings > Support > Office hours.
  2. Turn on Set office hours. When it is off, your workspace counts as available 24/7.
  3. Pick your timezone.
  4. Add open windows for each day of the week. Days without a window count as closed.
  5. Optionally add Holidays: dates your team is closed.

Note: Office hours apply once a human is involved. The Quinn Agent still answers conversations around the clock. Office hours affect timers and messaging for your team, not Quinn's availability.

What office hours affect

  • SLA deadlines: clocks count only open hours, and holidays pause them, so a target does not burn down overnight or over a weekend.
  • Workflow conditions: a workflow can branch on whether a conversation came in during or outside office hours, and can limit when it sends a message.
  • Away messaging: customers see when you will be back. In Settings > Support > Channels > Messenger, the Offline message is what visitors see while your team is away.
  • Availability shown to customers: the online or away signal in Messenger combines live teammate presence with your office hours.

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