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Call flows

Opening hours and out-of-hours routing

Use a Time of day step to treat calls differently when you're open and when you're closed.

Written By Axel Molist

Last updated About 1 month ago

A Time of day step splits a call flow in two: what happens when you're open, and what happens when you're closed. Put it first in the flow and everything below it follows your hours.

Add opening hours to a flow

  1. Go to Settings > Call flows and open the flow with the pencil icon.

  2. Select the Incoming calls box at the top, then click Time of day in the Add step list.

  3. In the panel, leave Enable schedule on.

  4. Set Repeats. Daily is the usual choice.

  5. Set Start date if the hours begin on a future date; otherwise leave it as today.

  6. Set the Time the line is open, from and to. Click All day for a line that's open around the clock.

  7. Click Save.

The Time of day panel

Two branches appear under the step, Open and Closed. Click each one and add what should happen: usually a ring group or a colleague on Open, and a voicemail box or an announcement on Closed.

Exceptions

The Exception tab in the same panel is for dates that don't follow the schedule, such as bank holidays or a company day off. Calls on those dates take the Closed branch.

Good to know

  • Times follow the account's time zone.

  • A flow can have more than one Time of day step, for example a second one on the Open branch that splits lunchtime from the rest of the day.

  • Changes don't reach callers until you click Go live. Edit a live flow and the old version keeps running until you publish the new one.

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