Documentation / Account and organisations
Opening hours
In short: On Organisation > Business hours you record when you are available: one or more time slots per weekday, plus public holidays and days with different hours. Workflows can do something different within and outside opening hours, for example send an acknowledgement outside opening hours, and you can use opening hours as a condition for an agent’s tools. By default an organisation follows the account’s opening hours, and it can choose its own opening hours.
Where to find this
Go to Organisation > Business hours. At the top is the indicator Currently open or Currently closed, calculated from the hours and time zone that have been set. For an account with multiple organisations there is a chip with the name of the organisation at the top; you use it to switch organisations.
Who: from the Organisation admin role upwards. The choice Use the opening hours of (account) edits the account-wide opening hours; the choice Use separate opening hours for (organisation) edits only those of the active organisation.
The Business hours page via Organisation > Business hours with the Currently open indicator, the choice of where the opening hours apply, the time zone and the Weekly tab with the day rows and the Quick setup menu.
Account or own opening hours
At the top is the question Where should these opening hours apply? with two choices:
| Option | Meaning |
|---|---|
| Use the opening hours of (account) (default) | The organisation follows the account’s opening hours. What you edit here applies to all organisations that follow the account. |
| Use separate opening hours for (organisation) | The organisation gets a completely separate schedule, independent of the account. |
The help text: “Account opening hours are shared by all organisations. Choose separate opening hours only when this organisation has a different schedule.” If you change the choice, aishaa loads the matching schedule into the form. The choice is all or nothing: an organisation cannot take over part of the account’s schedule.
Time zone
Under Time zone, choose the time zone in which the hours apply: “All opening hours and exceptions are interpreted in this time zone.” This is a separate setting from the organisation time zone on Organisation > General.
Weekly tab
- Switch off Always available if you are not open 24 hours a day. If the switch is on (the default), aishaa hides the weekly schedule and the organisation always counts as open.
- For each day (Monday to Sunday), switch on the days on which you are open. A closed day shows Closed.
- For each open day, fill in a time slot with From and To (24-hour clock). Use Add to add an extra time slot, for example for a lunch break. Use the cross to remove a time slot; this is only possible if the day has more than one time slot.
- Click Save.
Use the Quick setup menu to fill in the schedule faster:
| Option | Meaning |
|---|---|
| Monday to Friday, 09:00-17:00 | Sets Monday to Friday as open from 09:00 to 17:00. |
| Copy Monday to Tuesday-Friday | Copies Monday’s time slots to Tuesday to Friday. Only available if Monday is open. |
A day is invalid if a time slot is incomplete, the start time is the same as the end time, or time slots overlap. The day then shows The business-hours schedule is invalid. and the Save button stays disabled.
Holidays & exceptions tab
Here you add public holidays, holidays or days with different opening hours.
- Choose From and To (dates; not in the past).
- Optionally fill in a Reason (maximum 200 characters), for example “King’s Day”.
- Choose Add closed period (closed for the whole period) or Add different opening hours. For different hours you also fill in From and To as times; the default is 09:00 to 17:00.
- Click the button with the same name as your choice to add the exception to the list.
- Click Save.
Existing exceptions are listed by date with the period, Closed or the time slots, and the reason. Use the bin icon to remove an exception; you also save that with Save.
The Holidays & exceptions tab with the date fields, the Reason field, the Add closed period and Add different opening hours buttons and a list of existing exceptions.
Plugins tab
The Plugins tab shows, read-only, which opening hours sources from connected plugins have been synchronised, each with the status Connected or Closed. You cannot change anything here.
What aishaa uses the opening hours for
- Workflows: the Message read event has the Within opening hours field. A workflow can use it to do something different within and outside opening hours, for example sending an acknowledgement of receipt or assigning differently outside opening hours. See Triggers and events.
- An agent’s tools: on an agent’s page you can restrict a tool with Conditions, including Opening hours with the choice Always, Within opening hours or Outside opening hours. See AI agents.
- Indicator: at the top of the page you can see live whether you are open right now according to the schedule.
Good to know
- Telephony does not use the opening hours. Whether a caller reaches someone depends on the availability of colleagues in the softphone; outside that availability the caller hears the greeting and can leave a voicemail. See Number settings: greeting, recording, transcription and voicemail.
- After saving you will see the message Settings saved successfully.
- If you choose Use the opening hours of (account) again for an organisation and save, the account schedule applies to that organisation again. The organisation’s own schedule set up earlier is then no longer used.