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Business hours

Business hours set the time range when your live chat agents are available.

Open business hours​

  1. In the main navigation, open the account menu and select Settings.
  2. Under Environments in the sidebar, select your environment.
  3. Select the Business hours tab.
The Business hours tab of the Production environment with the default business hours, a custom schedule, and Add business hours.The Business hours tab of the Production environment with the default business hours, a custom schedule, and Add business hours.
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The default business hours are Weekdays 9:00 am - 5:00 pm.

Customize your default business hours​

  1. On the Business hours tab, select the default business hours card.
  2. In Timezone, select the time zone of your team.
  3. In Schedule, select the days: Every Day, Weekdays, Weekends, or one day of the week.
  4. Select the start time and the end time.
  5. To add a time range, select + next to the row. To remove a time range, select -.
  6. Select Save and close.
The default business hours form with the London time zone and the schedule list open to choose the days.The default business hours form with the London time zone and the schedule list open to choose the days.

Customize your holiday hours​

Add holidays to your business hours. Moveo treats the days that you register as holidays as non-business hours.

  1. Open the business hours and select the Holidays tab.
  2. If the list is empty, select add holidays.
  3. Enter the name of the holiday.
  4. Select the date and select the first and the last day of the holiday.
  5. To add or remove a holiday, select + or - next to the row.
  6. Select Save and close.
The Holidays tab with New Year's Day on January 1 and Christmas from December 24 to December 26.The Holidays tab with New Year's Day on January 1 and Christmas from December 24 to December 26.

Add custom business hours​

Custom business hours let teams in other time zones keep their own schedule.

  1. On the Business hours tab, select Add business hours.
  2. Enter a name for the business hours.
  3. Set the time zone, the schedule, and the holidays the same way as for the default business hours.
  4. Select Save and close.
Custom business hours named US support team, in the New York time zone, on weekdays from 8:00 am to 8:00 pm.Custom business hours named US support team, in the New York time zone, on weekdays from 8:00 am to 8:00 pm.

Use business hours in the dialog​

A dialog can answer differently inside and outside business hours. The $sys-business variable is open during business hours.

  1. In the dialog, add a Condition after the trigger.
  2. In Check if, select Business hours, then select is equal to and open.
  3. Add the response for business hours under this condition.
  4. Add a second condition with Match when set to Else, and add the response for the hours when your team does not work.
A condition named Open in a dialog that checks if Business hours is equal to open, followed by a text message.A condition named Open in a dialog that checks if Business hours is equal to open, followed by a text message.

Use business hours in rules​

Business hours also work inside rules. This example closes every conversation that starts outside the default business hours.

  1. Go to Deploy → Rules and select Create.
  2. Enter a name for the rule and select Continue.
  3. In Trigger, select Customer starts conversation and Customer responds to a message.
  4. In Conditions (optional), select Business hours, then out, then the business hours.
  5. In Actions, select Close conversation.
  6. Select Done.
A rule with the Business hours out Default business hours condition and the Close conversation action.A rule with the Business hours out Default business hours condition and the Close conversation action.

Next steps​

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