Configuring Transfer Hours and After-Hours Availability

Setting Transfer Hours

Each team member has transfer hours: the window when the agent will attempt to transfer calls to them.

1. Go to Team in the dashboard sidebar
2. Click the pencil icon on a team member's row (editing is admin-only)
3. Transfer hours start as Available anytime. Click Set specific hours and set the days and times they're available
4. Click Save Changes

Outside transfer hours, the agent knows that person is unavailable and won't attempt a transfer. Instead, it offers to take a message or arrange a callback.

Each team member also has an Accept after-hours transfers switch in the same drawer. Turn it on for someone who should still receive transfers outside their set hours (an owner who takes calls from home, for example).

Pausing Your Availability (Away Status)

Transfer hours cover your regular schedule. For a temporary absence (errands, lunch, an appointment), use the availability status on the Team page instead of editing your schedule:

1. Go to Team in the dashboard sidebar
2. Click the Available pill on a team member's row
3. Choose Away for 1 hour, Away for the rest of today, or Away until turned back on

Your own status is also one click away from any dashboard page: click your avatar in the top-right corner. The menu shows your current status (the dot on your avatar shows it at a glance) with the same options.

While someone is away, the agent won't transfer calls to them, even inside their transfer hours, and even if they normally accept after-hours calls. Callers are offered a message instead, exactly as if the person were outside transfer hours. Timed away statuses end on their own; Away until turned back on lasts until you set the member back to Available now.

Admins can set anyone's status. Team members with dashboard access can set their own. Away status also applies when the person is part of a call group. The group simply rings its remaining available members.

After-Hours Behavior

Your business hours are set in Schedules (the page is titled Business Hours) in the dashboard sidebar. Your business hours schedule defines when you're "open"; each location can have its own.

When your business is closed, your agent still answers every call and keeps working: it answers questions, takes messages, offers callbacks, and books appointments as normal. The one difference is that it doesn't transfer calls to anyone while you're closed, regardless of individual transfer hours. Anything that needs a person becomes a message, and the agent lets the caller know your team will follow up when you open.

This behavior is built in; there's no separate after-hours setting to configure. If you want a particular person reachable while the business is closed, the answer is to extend your business hours for that location rather than relying on a transfer.

Holidays and Closures

On a holiday or closure date, your agent treats the whole day as closed. In Schedules, use Add standard US holidays to add the recurring set in one click, and the Add button in the Closures section for a one-time date. You can also ask Allison to add a custom recurring holiday.

Per-Location Schedules

Each location can have different hours and closures. The agent automatically uses the correct schedule based on which phone number the caller dialed.

You Can Also Ask Allison

You can add or remove team members and toggle their after-hours availability by asking Allison, through the dashboard chat or by calling Allison. For example: "Add Jordan Lee to my team as a receptionist" or "Enable after-hours transfers for Dr. Smith." Transfer hour schedules are configured through the dashboard.