Workflow Customization: Add Office Hours Details - Admin Panel

Purpose

Allow Copilot to answer “when are you open” accurately and to control transfer behavior within office hours.

What to include

 

• Normal hours

• Per-location hours if they differ

• Department exceptions or special rules

• Any instructions for the caller

 

Steps

 

1. In Office Hours Details, write hours in plain English.

2. Example content:

    

   • We are open from 8:00 am to 5:00 pm Monday through Friday.

   • Add any exceptions such as half-days, lunch breaks or department variations.

    

3. Click Save.

 

Tips and Good practices

 

• Use one line per rule for readability.

• Update before holidays.

• Match these hours to the Front Desk transfer expectations.