Managing Business Hours and Holidays

Setting Business Hours

1. Go to Schedules in the dashboard sidebar
2. You'll see your default business hours schedule
3. For each day of the week, set your opening and closing times
4. Toggle days off for days you're closed (e.g., Sunday)
5. Changes save automatically

Adding Holidays

1. In the Schedules page, find the Holidays section
2. Click Add Holiday
3. Enter the holiday name and date
4. Choose whether it's a one-time date or recurring (same date every year)
5. On holiday dates, your agent uses after-hours behavior

Schedule Overrides

For temporary schedule changes (extended holiday hours, special events, closures):

1. Click Add Override
2. Set the date range and modified hours
3. Overrides take precedence over your regular schedule for those dates

Multiple Locations

Each location can have its own schedule:

1. Select the location from the location selector at the top
2. Configure that location's specific hours and holidays
3. The agent automatically uses the correct schedule based on which phone number was dialed

How the Agent Uses Schedules

During business hours, your agent handles calls normally with full capabilities (transfers, bookings, etc.).

Outside business hours, the agent adjusts its behavior:

• Mentions that the office is currently closed
• Offers to take a message or schedule a callback
• Routes emergencies per your escalation rules
• Provides basic information (hours, address, general FAQs) regardless of schedule

You Can Also Ask Allison

You can update your business hours or manage holidays by asking Allison. For example: "Change our Friday hours to 9am to 3pm" or "Add Thanksgiving as a recurring holiday." Allison reads your current schedule, confirms the change, and updates it.