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.

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.