Set up 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.
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]!