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 a team member
3. Set their Transfer Hours — the days and times they're available
4. Click Save

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

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

After-hours behavior is controlled by your Schedules configuration:

1. Go to Schedules in the dashboard sidebar
2. Your business hours schedule defines when you're "open"
3. Outside those hours, the agent follows your after-hours rules

Common after-hours configurations:

• Take a message — "We're closed right now. I can take a message and have someone call you back."
• Offer a callback — collect preferred callback time for the next business day
• Emergency routing — route urgent calls to an on-call team member (configure as an escalation rule with a transfer action)
• Standard greeting — answer calls normally but let callers know response times may differ

Holiday Schedules

Add holiday dates to your schedule configuration. On holidays, the agent uses your after-hours behavior. Holidays can be one-time (April 4, 2026) or recurring (Christmas Day every year).

Per-Location Schedules

Each location can have different hours and holidays. 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.