How to set business hours and spoken office hours

What this covers: Working days, common hours, custom time slots, and the spoken message read to callers.

Steps to set your working hours

1. Go to Admin → Organization Settings and scroll to Specify working hours of the organization and click → edit.

2. Choose your Common Start Time and Common End Time.

   • Example: 9:00 AM to 5:00 PM.

   • If you are open 24 hours, set 12:00 AM to 11:59 PM.

3. Select your working days by checking the boxes for Monday through Sunday as needed.

4. If a specific day has different hours, use Custom Times:

   • Find the day row, for example Monday Custom Times.

   • Click + Add Custom Time Slot.

   • Enter Start Time and End Time for that slot.

   • Repeat to add more slots for lunch breaks or split shifts.

     Example: 8:00 AM–12:00 PM and 1:00 PM–5:00 PM.

   • Use Remove to delete a slot.

5. When all days look correct, click Save if the button is shown.

Steps to write your spoken office hours

1. In Organization Information, find Office Hours (Spoken).

2. Type a friendly sentence that matches the hours you set.

   Example: We are open Monday to Friday from 8:00 AM to 5:00 PM. On Saturday we are open from 9:00 AM to 1:00 PM.

3. You can click Write with AI to generate a draft, then edit the text to match your policy.

4. Click Save if the button is shown.

Examples

• Single schedule, weekdays only

  • Working days: Monday to Friday

  • Common hours: 9:00 AM–5:00 PM

  • Spoken text: We are open Monday to Friday from 9:00 AM to 5:00 PM.

• Split shift on Tuesday

  • Common hours: 8:00 AM–5:00 PM

  • Tuesday Custom Times: 8:00 AM–12:00 PM and 1:00 PM–5:00 PM

  • Spoken text: We are open Monday to Friday from 8:00 AM to 5:00 PM. On Tuesday we are closed from 12:00 PM to 1:00 PM.

Troubleshooting

• If callers hear the wrong time, check that the Timezone is correct.

• If a day should be closed, either uncheck that day.

• Avoid overlapping custom slots on the same day. Overlaps can cause routing confusion.