Use business schedules in automations
Last Update: Oct 2024 • Est. Read Time: 2 MINOnce you've set your organization's operating hours by creating business schedules, you can further customize Kustomer with automations, settings, and report options for your set business hours.
Who can access this feature? | |
User types | Admins can access these settings pages. |
In this article
- Prerequisites
- Schedule-specific business rules
- Schedule-specific SLAs
- Business schedules in workflows
- Conversational assistant dialogue with business hours
- Custom reporting and business schedules
Prerequisites
Establish business schedules, see the business schedules article.
Schedule-specific business rules
You can use any of your business schedules to create automations for messages received either during or outside of a business schedule via business rules.
To set your automation trigger to run when messages are received, create a new business rule by going to Settings > Platform > Business Rules. In the Conditions section select Message > Created At > During Business Schedule or Outside Business schedule and then select a business schedule from the dropdown.
Schedule-specific SLAs
You can create any Service Level Agreement (SLA) policy and set it to run based on a specific default or custom business schedule. Select the business schedule that applies at the bottom of the policy in the Service Level Agreements settings.
Business schedules in workflows
When creating a workflow, the workflow helper /#fn:inBusinessHours
allows you to check if the current time is within your default business hours set in Settings> Administration > Business Schedules and carry out the next action in your workflow accordingly. The helper will either return true
or false
and can be used as a condition step in workflows to automate your customer responses or object updates.
You can also use /#fn:inBusinessHours,scheduleID
to check against a non-default business schedule.
Note: There should be no space between after the comma and before the business schedule ID.
Note: Schedule IDs can be found next to the schedule name in Settings under Administration > Business Schedules.
Conversational assistant dialogue with business hours
The business schedule interaction in a conversational assistant allows different actions based on the business hours you specify. You can choose actions for when the assistant-run conversation is during or outside a particular business schedule.
Custom reporting and business schedules
By default, Kustomer standard and custom reporting are based on the organization's default business schedule. To create a report based on a different business schedule you can create a tag or custom attribute to be automatically added to conversations occurring during or outside of any business schedule.
See Using business rules to update custom attributes for details on setting up automated adding of tags or attributes to conversations.
Below is an example of the standard conversation report filtered based on the CET in Hours tag added to conversations when created within a specific business schedule ID.
Here is an example of a custom report based on a business schedule-related custom attribute.