Holidays
The Holidays calendar lets you define days when your team is not available. On holidays, shift schedules are overridden and agents are treated as unavailable for routing.
Accessing Holidays
Go to Settings > Holidays to manage your holiday calendar.
Adding a Holiday
- Click Add Date
- Configure the holiday:
| Field | Description |
|---|---|
| Date | Select the holiday date from the date picker |
| Name | Give the holiday a name (e.g., “New Year’s Day”) |
| Start Time | When the holiday starts (time picker) |
| End Time | When the holiday ends (time picker) |
| Full Day | Toggle to mark the entire day as a holiday (overrides start/end times) |
- Click Save to confirm
You can add multiple holidays at once — each one appears as a row in the holidays list.
How Holidays Work
On a holiday:
- All agents are marked as unavailable regardless of their shift schedule
- Auto-assignment is paused
- Conversations that arrive are held in the shared inbox or handled by workflows
- Workflows with Transfer to Agent blocks will trigger their timeout/fallback path
Partial-Day Holidays
Not all holidays need to be full-day. You can set specific hours — for example, marking only the afternoon of December 24th as a holiday while keeping the morning shift active.
Managing Holidays
- Edit any holiday by changing its fields inline
- Delete a holiday by clicking the delete button on its row
- Add holidays for the year ahead to stay prepared
Holidays apply to the entire workspace. If some team members should work on a holiday, consider adjusting shifts instead of adding a holiday.