Business hours, calendar and quiet hours
There are three different time settings, and each one does something else:
| Setting | What it controls | Where |
|---|---|---|
| Human answering hours | When a person answers the phone. The assistant answers questions at any hour and never defers information to "tomorrow" β these hours are used only for the line "a representative will get back to you during business hours". | Knowledge & persona β Hours |
| Calendar availability | Which days and hours a meeting can be booked, slot length, how many days ahead. | Calendar β Availability |
| Quiet hours | When outbound automations (follow-ups, reminders, callbacks) wait. Replies to a customer's messages never wait. | Settings |
The hours format
The first two settings share one structure: a list of rules, each rule = days (0 = Sunday β¦ 6 = Saturday) and a start/end hour in whole hours. In the app you fill in a table; this is what is stored behind it:
[{"days":[0,1,2,3,4],"from":9,"to":18},{"days":[5],"from":9,"to":13}]The default until you set it: SundayβThursday 09:00β18:00.
Quiet hours for outbound calls are stricter than for messages: Outbound call rules β.