Call flows
Business Hours
Business hours let an inbox route calls differently when the team is open, closed, on a holiday, or using a one-off date override.
Before you begin
- Know the timezone for the inbox.
- Decide weekly open hours and any holiday overrides.
- Create fallback paths for after-hours callers.
Where to find it
Configure hours from the inbox settings. In the call-flow builder, add a Business Hours node to branch based on those inbox hours.
Step-by-step
- Open the inbox.
- Choose the timezone.
- Add weekly open ranges for each business day.
- Add date overrides for holidays or special closures where needed.
- Use repeat annually for recurring dates when appropriate.
- In the call flow, connect Business Hours open and closed branches, then publish.
What happens next
- The Business Hours node uses the inbox business-hours configuration rather than separate node-specific hours.
- If no schedule is configured, the inbox can behave like it is always open.
- Date overrides can change routing for a specific day without editing the weekly schedule.
Best practices
- Put business hours near the top of important call flows.
- Use voicemail, forwarding, or send-message branches after hours.
- Review holiday overrides before busy seasons.
Troubleshooting
- If after-hours routing does not work, check timezone, override dates, and the published flow.
- If a holiday repeats unexpectedly, review the repeat annually setting.
- If callers hit the wrong branch, confirm the active inbox is the one you edited.