LineHelp

Handle calls outside business hours

Owner, Admin

Your hours are a schedule that you save in Settings › Hours. The schedule alone does not change what happens to a call. To send calls a different way outside your hours, add a Time Rule step to the call workflow of your number.

Important: The default call workflow of a new number has no Time Rule. It rings Available team members at all hours.

Before you start

You need the Owner or Admin role. Every member can see the hours.

Set your hours

  1. Open Settings.
  2. Select Hours.
  3. Under Schedules, select Business Hours.
  4. Check the Timezone.
  5. Under Weekly hours, turn each day on or off. Set the start and end time for each open day.
  6. Optional: select 24 hours for a day that is open all day. Select Open 24 hours, every day to do this for every day.
  7. Optional: type a start and end time next to Set all open days to, then select Apply.
  8. Select Save changes.

A new workspace starts with Business Hours, open 08:00 to 17:00 from Monday to Friday. If Line found your hours on your website during setup, it uses those hours.

Add another schedule

You can keep more than one schedule, for example "Call receiving hours".

  1. Select New schedule.
  2. Type a Name.
  3. Select Create hours set.
  4. Set the days and times, then select Save changes.

You cannot delete Business Hours. You cannot delete a schedule that a workflow uses.

Send calls a different way outside your hours

Start from a workflow template.

  1. Open Workflows.
  2. Select New workflow.
  3. Select Business Hours Call Routing. It rings your team during open hours and takes a voicemail outside them. Agent for After-Hour Calls sends calls outside your hours to an AI agent.
  4. Type a Workflow Name.
  5. Select Create workflow.
  6. Open the first step of the workflow (Call received). Select Add Phone Numbers and select your number.
  7. Open the Time Rule step. In Hours set, select the schedule.
  8. Select Publish.
  9. Select Publish & Activate.

The Time Rule has two branches: Open hours and Outside hours. Each branch can lead to other steps, for example Ring Members/Groups, Voicemail, Forward Calls or Agent.

The workflow reads the schedule when each call arrives. If you change your hours later, you do not need to publish the workflow again.

For more about the step, see Route by business hours with a Time Rule.

Hours and your status

Your hours are for the business. Your own status (Available, Busy, Away or Offline) decides if Line rings you. See Set your availability and active hours.

Common problems

Calls still ring after closing time. The call workflow of the number has no Time Rule, or the workflow is not published. Open Workflows and check which workflow handles the number.

The hours are one hour wrong. Check the Timezone of the schedule.