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.
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
Note: Subiz system will save working time slot and automatically identify the time slot out of business hours or holidays.
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
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)
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).
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)
If you need any support, don’t hesitate to contact Subiz via our email [email protected]!