Configure response targets and hours
Who it’s for: Managers
Where: Settings → Calling window and response target
Before you start: Permission to edit workspace settings.
- Set the calling window and the workspace Timezone (IANA).
- Set First-response target (minutes).
- Choose Elapsed time or Business hours under Response clock.
- For business hours, enter Weekly response hours. Use ordered ranges such as
09:00-12:00, 13:00-17:00; leave closed days empty. - Choose Save and check the saved values.
- Review a new inquiry to confirm that the response target matches the intended policy.
You’ll know it worked when…
Section titled “You’ll know it worked when…”The settings persist, and new inquiries use the selected response policy.
Notes & limits
Section titled “Notes & limits”- Calling hours and weekly response hours are separate settings.
- Policy changes apply to new inquiries. They do not rewrite existing inquiry deadlines.
- The first logged call or confirmed outbound email records an attempt; claiming the inquiry does not stop the response clock.
- Reminder delivery also requires the relevant automation and service configuration.