Create business schedules
Last Update: Sep 2024 • Est. Read Time: 3 MINBusiness schedules allow your organization to specify operating business hours for their Kustomer platform. With business schedules, you can more accurately measure SLA and reporting metrics. Office hours can also be used in automations to perform different functions depending on whether a customer contacts you during or after your support hours.
Who can access this feature? | |
User types | Admins can create business schedules. |
In this article
- Business schedule limits
- Create a business schedule
- Schedule multiple time zones
- Use holiday hours
- Set chat availability
Business schedule limits
You can create up to 50 individual business schedules for the regions where you provide customer support.
Create a business schedule
Anyone with the necessary permissions can create and edit a business schedule.
To create a business schedule:
- Go to Settings > Administration > Business Schedules.
- Select Add Schedule.
- Enter the name of your schedule and select a time zone that the business schedule will operate in from the drop-down menu.
Note: The time zone will affect any time-based workflows or reporting metrics. The time zone will also affect the chat widget. The schedule must be created using the same time zone that the
ScheduleId
is based on. - Select Add.
- Use the sliding bars to designate your office hours for each day. You can add up to two different hour blocks for each day of the week.
a. Select + for the day you want to add a second time block. A second bar will open underneath the first one.
b. Adjust the sliders for each time block.
c. To delete a row, select X. - Select Save Changes.
- Return to the Business Schedules page and select your Default Schedule from the drop-down menu.
Note: If you do not select a unique business schedule, the default 24-hour a day, 7-day a week schedule will be used.
To edit a business schedule:
- From the Business Schedules page, select Edit for the schedule you wish to edit.
- Make your desired changes to the schedule.
- Select Save Changes.
To make a copy of a business schedule:
- From the Business Schedules page, select More Options for the schedule you wish to duplicate.
- Select Duplicate from the drop-down menu.
A copy of the schedule will appear under the original one.
To delete a business schedule:
- From the Business Schedules page, select More Options for the schedule you wish to delete.
- Select Delete from the drop-down menu.
- Select Yes to confirm your changes.
- You can also select Edit and select Delete Business Schedule from the Edit Schedule page.
- Select Delete again to confirm your changes.
Schedule multiple regions
Kustomer provides the ability to set the availability of your chat widget for multiple regions. For more information, see Chat Management: Settings, Business Hours Availability.
Use holiday hours
You can set up custom holiday hours that override your normal business hours. Holidays are unique to your schedule, allowing you to set various holidays for each region you operate in.
Note: Holidays must be scheduled before the day they need to run. They are also full days and cannot be scheduled for a specific block of time.
To create a holiday:
- From the Business Schedules page, select Edit for the schedule you which you wish to define holidays.
- Go to the the Holidays tab and select Add a Holiday.
- Enter the name of the holiday, an optional description, and the dates.
- Select Add. Your holidays will appear in chronological order.
To deactivate a holiday:
- Go to the Holidays tab in the Business Schedule where the holiday is set.
- Turn off the toggle next to the holiday you wish to deactivate.
Your business schedules will run as normally scheduled.
To edit a holiday:
- Go to the Holidays tab in the business schedule where the holiday is set.
- Select Edit for the holiday you wish to edit.
- Make your changes in the form that opens.
- Select Update.
To delete a holiday:
- Go to the Holidays tab in the business schedule where the holiday is set.
- Select the delete icon for the holiday you wish to delete.
- Select Yes to confirm the deletion.
Setting chat availability
After creating your business schedule, you may go to your chat settings to have your chat available during specified business hours. See the Business hours availability section of the Chat management: settings article.