Office Hours
Define when your team is available, manage holiday schedules, set expected reply times, and control how your chat widget communicates availability to visitors.
Overview#
Office Hours let you tell your customers when your team is available and when they can expect a response. When configured, the chat widget automatically shows whether you are online or offline, and displays your typical reply time.
Schedule
Set recurring weekly intervals — e.g. weekdays 9 AM to 6 PM. Multiple intervals supported.
Holidays
Add specific dates when your team is closed or operating on reduced hours.
Widget Integration
The widget automatically shows online/offline status with reply time expectations.
Schedule Setup#
Navigate to Settings → Workspace → Office Hours to configure your schedule. Each interval defines a recurring time window when your team is online.
| Field | Description |
|---|---|
| Days | Select which days this interval applies to. Presets available: Weekdays, Weekends, Every day, or Custom selection. |
| Start time | When the interval begins (e.g. 09:00). Uses your workspace timezone from General settings. |
| End time | When the interval ends (e.g. 18:00). Must be after start time. |
You can add multiple intervals — for example, one for weekdays 9-18 and another for Saturday 10-14. Each interval can cover different days with different hours.
Holidays & Closures#
Holidays override your regular schedule for specific dates. You can set them to be fully closed or operate on custom reduced hours.
| Field | Description |
|---|---|
| Name | A label for the holiday (e.g. "Christmas", "Company retreat"). |
| Date / Date range | A single date or a start-to-end range. Multi-day holidays are supported. |
| Recurs yearly | When enabled, the holiday repeats every year on the same date(s). |
| Mode: Closed | Your team is fully offline for the entire day. The widget shows an "away" message. |
| Mode: Custom hours | Your team operates on reduced hours — specify a custom start and end time for that day. |
Reply Times#
Set the typical reply time that is displayed to visitors in the chat widget when your team is online. This sets expectations and builds trust.
| Option | Widget shows |
|---|---|
| As soon as possible | "We'll reply as soon as we can" |
| A few minutes | "We usually reply in a few minutes" |
| A few hours | "We usually reply in a few hours" |
| A day | "We usually reply in a day" |
Reply times can also be overridden per channel. If a specific AI agent has a reply_time set in its settings, it will be used instead of the workspace-level default.
Widget Behavior#
When office hours are configured, the chat widget displays an availability banner between the header and the conversation area.
Shows a green dot and the reply time message (e.g. "We usually reply in a few minutes"). Displayed when the current time falls within a configured interval.
Shows a gray dot and a message like "We're away. Back Monday 09:00". The next open time is calculated automatically from your schedule.
The banner text is localized automatically for 8 languages (English, Russian, German, Ukrainian, French, Spanish, Portuguese, Polish) based on the visitor's browser language.
Metrics Filtering#
Enable Track metrics within office hours to filter your analytics by office hours. When enabled, performance metrics like average response time only include messages that were sent during your configured working hours.
This gives you a more accurate picture of your team's responsiveness by excluding off-hours periods when no one is expected to reply. The filter applies to:
- Average response time in channel analytics
- Message processing time metrics