Shift Manager
The Shift Manager lets you define working hours for your agents. Shifts control when agents are available for conversation routing and help manage customer expectations outside business hours.
Accessing Shift Manager
Go to Settings > Shift Manager to configure shifts.
Setting Up Shifts
- Define your business hours for each day of the week
- Set the timezone
- Assign agents to shifts
Timezone
Select your workspace timezone using the searchable dropdown at the top. All shift times are displayed in this timezone.
Weekly Schedule
The shift manager shows a 7-day grid (Monday through Sunday). For each day, you can configure:
| Field | Description |
|---|---|
| Start Time | When the shift begins (12-hour format) |
| End Time | When the shift ends (12-hour format) |
| Team | Which team is assigned to this shift |
You can add multiple shifts per day (e.g., morning and evening shifts with different teams).
Quick Actions
- Add Shift — Add another shift slot to a day
- Delete Shift — Remove a shift slot
- Copy to Weekdays — Copy Monday’s shifts to Tuesday through Friday in one click
How Shifts Affect Routing
When an agent is outside their shift hours:
- They won’t receive auto-assigned conversations
- Conversations are routed to agents who are currently on shift
- If no agents are on shift, conversations stay in the shared inbox
Out of Hours
When all agents are off-shift, you can handle conversations with workflows:
- Use a Timer block with a timeout in your workflow
- If no agent accepts the transfer within the timeout, the flow continues
- Send an automated “out of hours” message to the customer
Shifts work together with Holidays. On holidays, shift schedules are overridden — agents are treated as unavailable even if they’d normally be on shift.