Schedules
A schedule has a name, a time zone and, for each weekday, opening and closing times or Closed. One schedule is the default: teams, SLAs and rules without their own schedule use it. You can create more schedules, for example for a team in another country, and pick them where a schedule is asked for (an SLA policy, or Aide Chat > Behaviour). Each schedule shows what uses it.Holidays
Add the days you’re closed, up to 200 per schedule. To save typing, import the public holidays for a year: enter a country code (US, GB, CA, FR, DE, AU, IE, NL or ES) and click Import, then remove the days you work on.What customers are told
Each schedule has a Reply-time message inside hours (“We usually reply within an hour.”) and a Reply-time message outside hours. Handoff messages use your hours through the{{reply_time}} variable: outside hours it becomes your next opening time, so a customer writing at night knows when to expect an answer.