How do I set business hours for a channel?

Last updated: November 5, 2026

Set channel business hours to define when your team is available and when after-hours behavior should apply.

Before you start

  • Confirm you have permission to edit channels.

  • Know the timezone and operating hours for the channel.

Steps

  1. Open Settings → Organisation Settings → Channels.

  2. Find the channel you want to update.

  3. Select the ... menu under Actions.

  4. Select Edit Channel.

  5. Choose the correct Time Zone.

  6. For each day, turn the day on or off.

  7. Set the start and end time for each open day.

  8. Use Copy to apply the same hours to other days if needed.

  9. Wait for the confirmation banner that the update was applied.

Tips

  • Check timezone before editing hours.

  • Use consistent hours for similar channels.

  • Keep closed hours accurate so after-hours auto responses trigger correctly.

  • Review business hours when staffing changes.

Troubleshooting

  • If hours do not appear to update, wait for the confirmation banner.

  • If responses trigger at the wrong time, confirm the channel timezone.

  • If auto responses do not match availability, review both business hours and auto-response settings.