Configure office hours

Your team isn't online 24/7, and your SLA targets shouldn't pretend otherwise. Office hours define when your team is working, so timers pause outside them and customers know what to expect.

Configure your schedule at Admin → Settings → Office Hours.

Set your schedule

Turn office hours on, pick your timezone, and set open intervals for each day of the week. Leave office hours off and your workspace is treated as open 24/7.

Note:
Office hours only apply once a human is involved. Quinn's Agent still handles conversations around the clock; office hours affect timers and messaging for your team, not Quinn's availability.

What office hours affect

• SLA deadlines: response and resolution targets are calculated only across open hours, so a target set overnight doesn't burn down while your team is asleep. A policy can pin its own schedule instead of your workspace default.
• Workflow conditions: a workflow can branch on whether a conversation came in during or outside office hours, and can restrict when it's allowed to send a message.
• "We're online" / "we're away" messaging: a workflow can post automatic reply-time messaging to the customer based on your schedule, so they know when to expect a response.
• Availability shown to customers: the online/away signal customers see combines live teammate presence with your office-hours schedule.

Next steps

• Set SLA policies: targets that read your office-hours schedule
• Build a workflow: branch or gate a message on office hours
• Handle conversations: where SLA countdowns and availability appear