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Route by business hours with a Time Rule

Owner, Admin

A Time Rule step sends a call or message down one of two branches: Open hours or Outside hours. Your business hours change what happens only through a Time Rule. No other setting routes by hours.

Before you start

  • You need the Owner or Admin role.
  • Set your hours in Settings > Hours. Every workspace has a Business Hours set.

Add a Time Rule

  1. Open Workflows.
  2. Open the workflow.
  3. Select the + where the rule must go.
  4. Under Logic, select Time Rule.
  5. In Hours set, select a set, for example Business Hours.
  6. Connect a step to the Open hours branch.
  7. Connect a step to the Outside hours branch.
  8. Select Publish.

You must connect a step to both branches. Line shows an issue until you do, and you cannot publish.

Hours sets or custom hours

ChoiceHow it works
An hours setThe workflow reads the set each time it runs. When you change the set in Settings > Hours, the workflow uses the new hours at once. You do not need to publish again.
Custom hours for this workflowYou set days and times in the step. The hours apply only to this workflow.

Use an hours set when more than one workflow uses the same hours.

Create another hours set

  1. Open Settings > Hours.
  2. Select New schedule.
  3. In Name, type a name, for example "Call receiving hours".
  4. Select Create hours set.
  5. Set the Timezone and the Weekly hours.
  6. Select Save changes.

For each open day, you can select 24 hours. Open 24 hours, every day sets all seven days.

You cannot delete the default Business Hours set. You cannot delete a set that a workflow uses.

Example: your agent answers after hours

The Agent for After-Hour Calls template does this for you:

  1. Call received
  2. Time Rule
  3. Outside hours: Agent
  4. Open hours: Ring Members/Groups

Test a Time Rule

  1. In the workflow, select Test.
  2. Turn Outside business hours on or off.
  3. Read which branch the test run takes.

Common problems

Calls go the wrong way at the start or end of the day. Check the Timezone of the hours set in Settings > Hours.

I changed my hours, but the workflow did not change. The step uses Custom hours for this workflow. Select an hours set in Hours set instead, then publish.