Call flows
Inbox Hours Routing
The Inbox Hours step sends callers along different routes depending on whether the inbox is open or closed. Use it to ring your team during the inbox’s hours and provide a different experience after hours, such as a voicemail, announcement, or another answering destination.
Each inbox follows its own schedule, which can differ from the hours of other teams, locations, or your business as a whole.
Set the schedule in the inbox; connect the routes in the call flow
The inbox’s Inbox Hours settings define its timezone, regular weekly schedule, and date overrides for holidays or special hours.
The Inbox Hours step in the call flow uses that schedule to choose between two routes:
| Route | When it is used |
|---|---|
| During Hours | The inbox is open according to its schedule. |
| After Hours | The inbox is closed according to its schedule. |
You do not enter opening times inside the call flow step.
Need to configure the schedule?
Open the inbox’s Inbox Hours section to set its timezone, weekly hours, and date overrides. See Inbox Hours for the full instructions.
Before you begin
- Review the schedule configured under Inbox Hours.
- Decide what callers should experience while the inbox is open.
- Decide what callers should experience while the inbox is closed.
Waveline’s starter call flow already includes an Inbox Hours step. Review the existing step and connections before adding another.
Where to find it
Open the call-flow builder for the inbox you want to configure. For more information, see Open the call-flow builder.
Select the existing Inbox Hours step (labeled "Inbox Hours Check" in the starter flow), or drag Inbox Hours from Flow widgets onto the canvas if you need to add one.
How the schedule affects calls
Callers follow During Hours when the inbox is open and After Hours when it is closed. To change weekly hours or add holidays and special dates, follow Inbox Hours.
Connect your open and closed routes
- Add or select the Inbox Hours step.
- Connect the preceding step or branch to its input.
- Connect During Hours to the step callers should reach while the inbox is open.
- Connect After Hours to the step callers should reach while the inbox is closed.
- Select Save draft to keep your changes, or Publish flow when the routing is ready to go live.
Place the Inbox Hours step before the part of the call flow that should change based on the schedule. For example, a welcome announcement can play before the check so all callers hear it, while the ringing or voicemail destination comes afterward.
Connect both routes
If the route selected by the Inbox Hours step has no connection, the call ends. Connect both During Hours and After Hours to the destinations you want callers to reach.
Choose an after-hours experience
After Hours does not mean the call must be rejected. It gives you a separate route for handling callers while the inbox is closed.
You could:
- Connect to Call Flow Voicemail so callers can leave a message.
- Use Play Audio to explain your hours or share useful information before continuing.
- Use Forward Call to send calls to another inbox or phone number.
- Offer a Phone Menu with choices appropriate for after-hours callers.
For example, John Doe LLC could ring its main team during the day and play a closing announcement followed by voicemail after hours.
Understand Always Open
If the inbox is Always Open, the Inbox Hours step uses During Hours at all times. Its After Hours route is not used until the inbox has a schedule with closed periods.
Removing the hours configuration also returns the inbox to Always Open. It does not close the inbox.
To change this, configure the schedule under Inbox Hours.
Updating hours versus updating routing
Changing the schedule under Inbox Hours does not require republishing the call flow. Allow up to one minute for schedule changes to affect new calls.
Adding, removing, or reconnecting an Inbox Hours step changes the call flow itself. Publish those changes when you are ready for callers to use the updated routing.
See Saving and Publishing Call Flows for more information.
Common questions
Why do calls still ring after closing time?
Check that the caller’s route passes through the Inbox Hours step before reaching the ringing step. Then check where After Hours is connected—it can still ring teammates if that is how you configured it.
If the route looks correct, review the inbox’s timezone, weekly hours, and date overrides in Inbox Hours.
Why is the After Hours route never used?
Check whether the inbox is Always Open. If a schedule is configured, review its timezone and any date override that could keep the inbox open.
Why does the call end at the Inbox Hours step?
Check the connection for the route the call is taking. Both During Hours and After Hours need a destination if callers should continue.
Can different inboxes use different hours?
Yes. Each inbox has its own schedule and timezone. Configure each inbox’s hours separately, then use an Inbox Hours step in its call flow to choose the appropriate route.
Does During Hours mean every teammate will ring?
No. During Hours chooses a route; the steps on that route determine what happens next. If it leads to Ring Users, that step’s ringing configuration and each teammate’s Availability determine who can ring.
Does ringing a teammate check their personal Inbox Hours?
No. Ringing a teammate within a shared inbox does not enter their personal inbox’s call flow. If you use Forward Call to send the call into their personal inbox, its own routing can use an Inbox Hours step to apply its schedule.