Working hours
Working hours can be set on four levels, and each level either has hours of its own or inherits them:
| Level | Where to set it | Without its own hours it uses… |
|---|---|---|
| Company | Settings → Company → Working hours | — (no hours: everything counts as open) |
| Department | Settings → Departments → clock button | the company's hours |
| Person | Settings → Team → Working hours on a member | their department's hours, then the company's |
| Channel | The channel's settings | its owner's hours (a channel that belongs to one person), then its department's, then the company's |
Every place that edits hours also shows what is in effect and where it comes from — for example Inherited from Department: Sales — whether it is open right now, and when that changes next.
What the hours decide
- Assignment. A person outside their working hours is not offered new conversations. They keep the ones they have.
- "Stay silent during office hours" (AI settings) and the handover offer during office hours follow the hours of the conversation: the channel's own hours if it has them, otherwise the department the conversation was routed to, otherwise the channel's.
- The flow "Business hours" step reads the same conversation hours.
- The website widget (hide outside hours, proactive welcome, follow-up form, offline notice and its timetable) reads the company hours.
- Calls. After your workspace's hours have been moved to the new levels, the call switchboard and WhatsApp's call hours follow the channel's hours — see Call switchboard.
Setting hours
Choose one of three modes:
- Inherit — use the level above. (On the company this is No hours.)
- Always open — open around the clock. Holidays do not apply.
- Custom hours — the days, intervals and exceptions below.
Intervals. A day can have up to four intervals, so a lunch break is two intervals (09:00–12:30 and 13:30–18:00). An interval whose end is earlier than its start runs past midnight: Monday 22:00–06:00 is open until Tuesday 06:00. All day sets 00:00–24:00.
Timezone. Each level can have its own timezone; left empty it follows the level above, and finally the workspace timezone set on the company. A person's own hours default to the timezone in their profile. Hours are wall-clock times, so 09:00 stays 09:00 when the clocks change.
Exceptions — holidays, closures, special days. An exception covers one date or a range of dates and replaces that day's weekly hours: Closed all day, or special hours. The company's exceptions also apply to a level with its own hours unless you switch off Also apply the company's holidays; a level's own exception wins on the same date. A level that inherits its hours inherits the exceptions with them.
People in several departments
A person with no hours of their own who belongs to several departments works whenever any of their departments is open. You can change this on the company's working hours to only the hours of the department they joined first.
Who can change hours
The same people who can change that level today: company hours with the company settings permission, a department's hours with Manage departments, a channel's hours with the right to edit the channel, a person's hours with Manage members. A person may change their own hours only if they hold the Edit own working hours permission (administrators only, unless granted).
Agents see their own hours — read-only — under Profile → Working hours in the panel and Settings → My working hours in the mobile app.
WhatsApp's two-interval limit
WhatsApp's call hours allow at most two intervals a day, twenty holiday dates and no "24:00". When a channel's hours cannot be shown exactly, the calling settings list every difference before anything is sent — for example Monday: more than two intervals, joined across the shortest break. WhatsApp may then show "open" over a short break; ConnectWiz still treats the break as closed.