Set up Business hours

This article explains how to set up Business Hours on Subiz and some applications of Business Hours.

What are purpose of setting business hours?

Business Hours are functions that allow enterprises to set up working time on Subiz accounts such as working hours of the day, week days and holidays in a year. Purpose of setting up business Hours:

  • Notification about the working time to users when agent available to support them.

  • Automatically respond to users out of business hours.

  • Distributing for Agents according to business hours.

How to set up business hours?

Step 1: You are required to set up the time zone of your account via https://app.subiz.com/settings

For example: In Vietnam, you have to set up time zone to be GMT + 07:00

Step 2: Set up Business Hours at https://app.subiz.com/settings/business-hours

  • Select Add time slot for business hours

  • Choose Add Holidays in the year

  • Select Save to complete

Set up Business Hours

Note: Subiz system will save working time slot and automatically identify the time slot out of business hours or holidays.

Some applications of business hours

1. Set up a Rule to distribute conversations according to business Hours

You will customize and add a new rules for distribution to agents via: https://app.subiz.com/settings/rule-setting

Example: Distribute the work shift for the Agents in business Hours and out of business hours. You have to create two rules as bellows:

  • Rule 1: During business hours, Rule round robin conversation assignment to 2 agents

    CONDITIONS: select In business hours - True ASSIGN TO: choose Rule round robin conversation assignment

Distribute conversations during business hours
  • Rule 2: Out of business hours: Rule distributes conversations for an agent.

    CONDITIONS: select In business hours - False ASSIGN TO: select Assign to specific agent(s)

Rule distributes conversations for an agent

Subot automatically responds to customers outside working hours

Refer to the instructions for Subot - Auto Reply and Ask user’s Information

Example: When user send message out of business hours, Subot will automatically inform about the in state of agent and ask users their contact information.

You will create 2 rules as bellows:

  • Rule 1: During business hours: The distribution rule for available agent.

CONDITIONS: select select In business hours - True. ASSIGN TO: select Assign to specific agent(s).

Distribute conversations during business hours
  • Rule 2: Out of business hours: The distribution rule for Subot and agent who in charge Subiz

CONDITIONS: select In business hours - False ASSIGN TO: select Assign to specific agent(s)

Distribute conversations for Subot and agent out of business hours

If you need any support, don’t hesitate to contact Subiz via our email Support@Subiz.com!