Business hours
Overview
The business hours functionality lets you define the specific period during which your team is available to address customer inquiries. By utilizing business hours, you can enhance the precision of your analytics or automate workflows through Simpu's rules engine.
You can set business hours at either the Workspace level, applying to the entire
Organization, or at the inbox level, specific to shared inboxes.
This feature proves especially valuable for multinational corporations with different operating hours across offices or time zones.
How it Works
Features
Enable Business hours; Enabling business hours ensures that the response time of your team is accurately measured only during the designated business hours.
Autoresponder; Create an autoresponder to let your customers know when you're coming back! This message will only be sent outside of your business hours to any conversation during that period. You can choose the channels you want to send the responders to.
Access: In order to modify the business hours at the Workspace level, it is necessary for a Company Admin to also hold the role of a Workspace Admin.
Time zone setting: Please choose the time zone that corresponds to your business hours.
Enable Business Hours.
Enabling business hours ensures that the response time of your team is accurately measured only during the designated business hours. Any responses made outside of these hours will not be included in the analytics calculations. This helps provide a more precise representation of your team's efficiency and responsiveness during their active working hours.
Business Hours
To ensure accurate data capture in Analytics, it is important to establish business hours for your team. By defining your team's working hours, you enable Analytics to precisely track the periods when you are actively working and when you are not. This helps in accurately analyzing metrics related to response times, customer engagement, and other performance indicators within the designated working hours.
Analytics Example.
Your business hours are set for 8:00 AM - 5:00 PM and a message arrives at 4:30 PM. Your team replies the next day at 8:30 AM. Reply Time will count as 30mins.
Business Hours level Instructions.
To manage Workspace business hours, a Company Admin needs to possess the Workspace Admin role. This role provides the authorization and permissions for a Company Admin to effectively handle and change the Workspace business hours settings
Set up Business hours
Step 1
Go to Account Settings on the top right of the Simpu profile.
Step 2
In your left sidebar menu, scroll to business hours, then click on the tab.
Step 3
Click Business Hours, then select enable business hours.
Step 4
Click on the Business Hours dropdown menu to Edit your Business hours Day(s)
Step 5
Compose an Autoresponder message.
Step 6
Click on the Save Changes Button.
To turn on business hours for channels follow this guide
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