Channels
Configure out-of-hours auto-reply in channel settings
Persona
Add time-based behavioral instructions
Auto Follow-up
Coordinate reminder delays with working hours
Notifications
Alerts may arrive outside working hours
Section Structure
The section consists of two sub-tabs:| Sub-tab | Purpose |
|---|---|
| Work Week | Main schedule: timezone, working hours for each day of the week, quick presets |
| Special Days | Exceptions to the main schedule: holidays, days off, days with modified hours |
The schedule applies to all channels connected to the employee. If you need different schedules for different channels, create separate AI employees.
Work Week
Timezone
At the top of the section is the Working Timezone selector. The entire employee schedule is tied to the selected timezone. The default is Europe/Moscow (GMT+3).Daily Schedule
Below the timezone selector is the schedule for each day of the week: Monday through Sunday. The following controls are available for each day:| Element | Description |
|---|---|
| Start time | The time the employee begins responding (HH:MM format) |
| End time | The time the employee stops responding (HH:MM format) |
| Add interval | Creates an additional working time slot within the same day |
| Remove interval | Removes the current time interval (trash icon) |
| Disable day | Makes the day completely non-working (sun icon next to the day name) |
Quick Presets
Below the schedule is the Quick working hours presets block — a set of ready-made templates:| Preset | What it configures |
|---|---|
| 24/7 unlimited | All days active, around the clock, no days off |
| Mon–Fri 09:00–18:00 | Standard work week, Saturday and Sunday are days off |
| Support: weekdays 10–19, Sat 10–16 | Support team schedule with a shorter Saturday |
| Sat/Sun — day off | Disables Saturday and Sunday, leaves other days unchanged |
| Copy Mon to all days | Applies Monday’s schedule to all other days |
Presets are a starting point. After applying one, you can adjust any day manually.
Special Days
The Special Days sub-tab lets you configure exceptions to the main schedule: public holidays, corporate days off, and days with modified hours. Special days always take priority over the regular work week schedule. For each special day, specify:- Date — a specific calendar day
- Parameters — fully non-working day or a modified schedule with different working hours
Out-of-Hours Behavior
When a customer writes to the employee outside of working hours, there are two possible outcomes:- The employee does not respond — the message remains unanswered until the next working interval begins.
- The employee sends an auto-reply — a pre-configured message informing the customer about working hours.
If no working hours are configured, the default is 24/7 mode — all days are active from 00:00 to 23:59.
Step-by-Step Instructions
Setting Up a Standard Work Week
Adding a Lunch Break
Add a second interval
Click Add interval and specify working hours after the break — for example, 14:00–18:00.
Adding a Special Day (Holiday)
Set parameters
Specify the date and choose the type: fully non-working day or a modified schedule with different hours.
Enabling 24/7 Mode
All Parameters
| Parameter | Description |
|---|---|
| Timezone | The timezone to which the entire employee schedule is tied |
| Start time | The hour from which the employee begins responding to messages |
| End time | The hour after which the employee stops responding |
| Add interval | Creates an additional working time slot within a single day |
| Disable day | Makes the day completely non-working (sun icon) |
| Quick presets | Ready-made schedule templates — applied with one click |
| Special days | Exceptions to the main schedule (holidays, days off) |
Related Sections
| Section | How it relates to Working Hours |
|---|---|
| Channels | This is where the out-of-hours auto-reply is configured — the message text the customer receives |
| Persona | You can add instructions for behavior at certain hours (e.g., night mode) |
| Auto Follow-up | Consider the schedule when configuring — reminders may be sent outside working hours |
| Notifications | Manager notifications may arrive outside working hours |
FAQ
What happens when a customer writes outside working hours?
What happens when a customer writes outside working hours?
The employee either does not respond or sends a pre-configured auto-reply. The specific behavior depends on the settings in the Channels section.
Can I set different schedules for different channels?
Can I set different schedules for different channels?
No. The schedule is set at the employee level and applies to all connected channels. If you need different schedules, create separate AI employees.
What takes priority — the regular schedule or a special day?
What takes priority — the regular schedule or a special day?
Special days always take priority over the regular work week schedule.
How quickly do schedule changes take effect?
How quickly do schedule changes take effect?
Immediately after saving. No waiting or reloading is required.
Can I set a break within a working day?
Can I set a break within a working day?
Yes. Use the Add interval button to split a working day into multiple time slots. For example: 09:00–13:00 and 14:00–18:00.
Do I need to update special days every year?
Do I need to update special days every year?
Yes. Holidays added for the current year do not automatically carry over to the next year. Check and update the list at the beginning of each year.
If I don't configure working hours, will the employee work 24/7?
If I don't configure working hours, will the employee work 24/7?
Yes. By default, all days are active from 00:00 to 23:59, which corresponds to 24/7 mode with no days off.
How do I set up an auto-reply for out-of-hours messages?
How do I set up an auto-reply for out-of-hours messages?
The auto-reply text is configured not here but in the Channels section. The Working Hours tab is responsible only for the schedule.