Business Hours, Holidays, and Custom Closures

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Business Hours, Holidays & Custom Closures

Configure when your support team is available so Messenger, Voice AI, and Reminder Agents know when to respond live and when to show an out-of-office message.

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Workspace Business Hours

Business hours set the defaults across Messenger, Voice AI, and Reminder Agents. They live in Workspace settings and apply to every client unless overridden. To configure:

• Select your Time zone — all hours below are interpreted in this zone.
• Toggle Open 24 hours, 7 days a week if your team is always available, or
• Check the days your team is online and set the open/close time for each day.

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Holidays

Set the holiday schedule when your team is offline. When a holiday is active, Messenger displays an out-of-office message and can route conversations to a matching Flow. How holiday calendars work:

• Select your Business country to load that country’s public holiday calendar.
• National holidays are selected by default. State, province, and region-specific holidays are displayed but unchecked — turn them on only if they apply to your team.
• Dates shown reflect the current year and update automatically each year, so once a holiday is selected it carries forward without manual maintenance.

Custom dates: Use + Add date to create one-off closures that aren’t on the public calendar (team offsites, office renovations, regional weather events, etc.). Custom dates support a date range and can be created, updated, or deleted at any time.

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Messenger Hours (read-only view)

The Hours tab inside Messenger settings shows a read-only summary of the business hours, holidays, and custom closures inherited from Workspace settings. To make changes, use the Manage hours & holidays link, which takes you back to the Workspace configuration.

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Out-of-Office Message

Toggle on Use custom out of business hours message to show clients a custom note when they message outside business hours or during a holiday closure. If left off, the system default is used.

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Client-Specific Overrides

If a specific client is supported on a different schedule (for example, a client in another time zone or with different holiday observances), you can override the workspace defaults for just that client. To override: When the toggle is off, the client follows the workspace’s business hours, holiday closures, and out-of-office message. When the toggle is on, you’ll see the full set of configuration options — time zone, 24/7 availability, business country, holidays, and custom dates — scoped to that client only. Settings here do not affect any other client or the workspace default.

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Messenger Out-of-Office Banner

When a client opens Messenger during a holiday or custom closure, a banner appears at the top of the conversation list showing:

• The name of the holiday or custom date
• The time the support team will be back online

This makes the reason for the delay clear and sets the right expectation for when to expect a reply.

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Tips

• Set your workspace defaults first, then add client-specific overrides only where needed — this keeps the bulk of your configuration in one place.
• Review the auto-selected national holidays each time you add a new business country to make sure they match your team’s actual observance.
• Use custom dates for anything outside the public calendar — team events, weather closures, or short-notice schedule changes.
• Pair holiday closures with a Flow to route urgent inquiries to a ticket form or alternate channel while your team is offline.

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FAQs