Setting Business Hours

This section contains essential information and usage guidelines for managing business hours inside BotPenguin.

Interactive Guide

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What is the Business Hours Section?

The Business Hours section allows you to define your organization’s official working schedule. This includes selecting business days, setting start and end times for each day, and optionally configuring night or multiple shifts.

Navigate to More > User & Teams > Business Hours

Note: The "Business hours" feature is only accessible to users on the King Plan.

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Benefits of Business Hours

• ⏰ Automate responses outside working hours.

• 📅 Clearly define team availability.

• 🎯 Improve SLA and response time tracking.

• 🌙 Configure night or multiple shifts easily.

• 🔄 Ensure chats are routed only during operational hours.

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Guidance Video

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How to Set up Business Hours

Create Business Hours

1. Go to the “More” section from the left sidebar.

2. Click on “User & Teams”.

3. Navigate to the “Business Hours” tab.

4. Click on the "Add Business Hours" button to set business hours.

1. Fill in the Name field and add a short description.

2. Select the appropriate Time Zone and choose your business days.

3. Set the corresponding start and end times for each working day.

4. If you have a night shift or additional shift, click on the “+” icon to add a second shift for the same day.

1. Click on “Add Business Hours” to save your configuration.

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Edit Business Hours

1. Go to the “Business Hours” tab inside “User & Teams”.

2. Locate the schedule you want to update from the list.

3. Click on the Edit icon under the “Actions” column.

1. Modify the required fields such as time zone, business days, or shift timings.

2. Click on the “Update” or “Save Changes” button to apply the updates.

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Delete Business Hours

1. Navigate to the “Business Hours” tab.

2. Find the schedule you want to remove.

3. Click on the Delete icon under the “Actions” column.

4. Confirm the deletion when prompted.

Deleting business hours may impact routing rules, SLA tracking, and automated responses linked to that schedule.

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🎉 Congratulations, you have successfully completed this section!

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Business Hours FAQs

Can I create multiple business hour schedules?

Yes, you can create multiple schedules for different teams, departments, or operational regions.

What happens to chats outside business hours?

Chats received outside business hours can trigger automated responses or be queued until working hours resume, depending on your configuration.

Can I add more than two shifts in a day?

Yes, you can continue using the “+” icon to add multiple shifts if your operations run in split schedules.

Can different teams have different business hours?

Yes, business hours can be configured separately and assigned according to team requirements.

What happens if I delete a business hours schedule that is already assigned?

If the schedule is linked to routing or SLAs, those configurations may stop functioning as expected. Always review dependencies before deletion.

Can I edit business hours after creating them?

Yes, business hours can be edited anytime using the Edit option in the Actions column.

If you still have questions for our team, write to us at [email protected]. We’ll get back to you within 48 hours.