Care Business Hours Action

The Check Business Hours action allows you to build time-sensitive workflows by checking if a flow was triggered during or outside of your team's defined operating schedule. This ensures customers receive immediate automated support while your team is away and direct human intervention when they are online.

When you add the "Check Business Hours" action to your flow, you must configure the following settings in the right-hand side panel:

• Business Hours Source

  • Use profile's business hours: Uses the business hours set for the profile that received the message. If multiple profiles are @mentioned, it uses the first profile.

  • Select specific business hours: Uses the selected business hours regardless of the message profile.

• Fallback Business Hours: Define a secondary schedule to be used if the message's profile has no business hours assigned. This is also used when a case is created from Listening content and no profile is assigned.

It is important to note that the Check business hours action is a validation step only; it does not perform a follow-up task on its own. To route your customers based on the time, you must add an Action-result condition node directly below the check.

You can then choose to build a flow for a single scenario or create branches for both options:

• During Business Hours: Triggered when the message arrives within the active schedule.

• Outside Business Hours: Triggered when the message arrives while the team is offline.