How do I set the inbox office hours?

Set your office hours in the Office hours box on the Inbox's Automatic answers tab: a start time, an end time, then Save. Outside these hours, a customer who writes gets your away answer.

Where to find it

Admin › CRM › Inbox › Replies & automations, then the Automatic answers tab. The Office hours box is on the right.

You need the Inbox settings feature (the owner and the Admin role have it).

Step by step

Open the Automatic answers tab.
In the Office hours box, set the first time (when you open) and the second time (when you close).
Press Save.
Make sure you have an automatic answer with the trigger Message outside office hours (away), and that it is On. Without it, nothing goes outside hours.

How it works

The hours start as 10:00 to 22:00.
The times are Bangladesh time, and the same hours apply to every day.
Late nights work too. If the closing time is earlier than the opening time, for example 18:00 to 02:00, the hours run past midnight.
Always open: put the same time in both boxes. Then it always counts as office hours and the away answer never goes.
The box tells you where you are right now: Now: office hours or Now: outside office hours.

What office hours change

They decide only when the away answer goes. Outside office hours, a customer gets the away answer at most once in 12 hours.
They do not stop chats being shared. New chats still go to sellers who are Available, and the answer clock still runs. If nobody works at night, sellers should turn off Available when they leave.

Good to know

Write the away answer so it says when you will answer, for example "We are closed now. We will answer you from 10 am."
Outside office hours, the away answer comes before word answers and the welcome. A customer gets only one automatic answer for each message.

Common problems

Customers get the away answer during the day. Check the two times. A closing time earlier than the opening time means the hours run overnight.
Nobody gets the away answer. The away answer is missing or switched off, or both times are the same.

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