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Use this widget to configure business hours for your number.
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Each group of business hours will have its own branch, for which you can build its own, distinct branch flow.
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Add and delete business hours branches directly in the call flow canvas by hovering over the dots placed between branches, and clicking on the “+” icon that will appear:
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There are some common settings that will apply to all branches of the Time rule widget:
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Time rule title (optional): In this field, you can set a name for this time rule widget.
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Adding a descriptive name will help you to identify what this widget does in the flow without having to click on it.
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Please note that this is an optional configuration, which means that your flow could be published without this widget’s name.
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Time zone: In this field, you can set the time zone of your business hours.
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Why Time Zone matters
Is important to set the time zone on your numbers for these two reasons:
- Accurate Routing: Imagine you have a Spanish number (+34) in your Smartflows number. Without a time zone set, calls might be routed during Spanish business hours (typically 9:00 AM to 6:00 PM CET) based on UTC, which wouldn't align with Spanish working hours. This can lead to missed calls and frustrated customers due to the number not being open at certain hours.
- Proper Reporting: Historical reports in Smartflows display call times based on the defined time zone on the number. An incorrect setting can distort the data, making it difficult to analyze call patterns and agent performance accurately.
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There are other options that can be configured at the branch level, and that will only affect the steps of that branch:
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Branch title and time slot: Configure the name of the branch and which days/hours that calls go through this branch.
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Please note that you can add additional time slots in this branch:
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For example, you can set a time slot for calls coming in Monday to Friday from 9:00-18:00 h, and another slot for the same branch for calls coming in Saturday to Sunday from 10:00 to 14:00 h.
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If you want to have separate branches responding to different time slots, instead of 1 branch with multiple time slots you can do so by adding a new branch to the time rule widget and then configuring this branch independently.
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Please note that all calls that come in at a time that is not part of the time slots configured in the Time Rule widget will go through the “At any other time” branch.
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⚠️ Please note that if you have migrated your number from the legacy call flow to the Smartflows configuration, the number might still show 'Open', 'Always Open', 'Closed', or 'Always closed.' These labels are hold-overs from the legacy configuration and will be removed in a future update. They do not affect the hours set in the TimeRule widget.