Business hours
Create working hours schedules and holiday calendars for your team, and decide what happens to chats and emails that arrive when nobody is working.
Business hours tell Robylon when your human agents are working. Outside them, Robylon follows your out-of-office settings: it can hold conversations until the team is back, still assign them, and send customers a message saying when to expect a reply.
Open it from Settings → Team → Business Hours. It has two tabs: Working Hours and Holidays.
Add working hours
Click Add Working Hours, set the schedule’s days and hours, then choose the out-of-office behaviour and save.
Name the schedule and pick a timezone
On the Working Hours tab, click Add Working Hours. Enter a Schedule Name and choose the Timezone the hours are in.
Choose working days and hours
Under Working Days, select the days your agents are available. For each day, set a start and end time under Working Hours, or turn on Same hours for all days to use one time range for every day. Click Next.
Set out-of-office behaviour
Choose what happens outside these hours. See the out-of-office options below.
Save
Click Save. Then pick this schedule in a group’s Working hours field in Groups.
Outside working hours
On the second step, Out of Office, you decide whether work is still assigned and what customers are told.
| Setting | What it does |
|---|---|
| Chat Assignment | Assign chats to human agents during out-of-office hours. |
| Email Assignment | Assign email tickets to human agents during out-of-office hours. |
| Human Verification Assignment | Assign verification tasks to human agents during out-of-office hours. |
| Agent unavailability outside working hours (Chat Messages) | A switch, on by default, and the message sent to customers who ask for a human outside working hours. Turn it off to send no message. |
| Auto-reply outside working hours (Email Messages) | An automatic reply to emails received outside working hours. |
Out-of-hours chat message
The message is used when Chat Assignment is off. A chat handed over to a human outside working hours then gets it, unless an out-of-office workflow is set with the When a chat is handed over outside office hours trigger. That workflow runs instead and sends its own messages. Turn Agent unavailability outside working hours off to send nothing.
When Chat Assignment is on, or within working hours, a chat that no agent is free to take gets the group’s Agent unavailability message instead. See Groups.
When an assignment setting is off, conversations that arrive out of hours wait unassigned. They are assigned automatically when working hours start and agents come online.
Out-of-hours messages in other languages
The out-of-hours chat message and the email auto-reply outside working hours are sent in the customer’s language when translation is on for your workspace and you have saved a translation for that language. Without a saved translation, the message is sent as written. Set up the languages in Languages. Translation is switched on per workspace and is available on request, email support@robylon.ai.
Add holidays
Open the Holidays tab and click Add Holiday Calendar. Enter a Calendar Name, then add each holiday with a Holiday Name and Holiday Date using + Add a Holiday, and save. On holidays, conversations follow the out-of-office settings of the group’s working hours.
Pick the calendar in a group’s Holiday calendar field so it applies to that group.
Different hours for different teams
Different teams can have different hours. Create one schedule and one holiday calendar per team, then assign them in each group. For example, a chat team that works 9 AM to 9 PM every day and an email team that works 10 AM to 6 PM on weekdays each get their own schedule. The list on the Working Hours tab shows each schedule’s days, hours and the channels and groups using it.