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Time Conditions

Time conditions route a conversation to different targets depending on the current date and time β€” typically to your queue during business hours and to a terminate target outside them. The hours themselves are defined in a time group; the time condition connects the time group to real routing targets.

Time conditions are available for web chat, Facebook Messenger, Instagram DM, SMS, Viber and WhatsApp, and are set up separately for each channel.

Info

Incoming calls have their own time conditions inside the call routing dialplan β€” see Call Routings.

To set up time conditions, go to Settings β†’ Routings β†’ your channel β†’ Time conditions (e.g. Settings β†’ Routings β†’ Web chats β†’ Time conditions). You will see an overview of your time conditions.

You can view a diagram tree of each time condition by clicking the grey Tree button in the Actions column.

Click the Title of a time condition to open its details or click Add new to create a new time condition. The time condition details will open.

Warning

When you are done creating or editing a time condition, click Save to return to the time conditions overview and make sure to click the Apply configuration changes button in the top right corner.

Apply configuration changes button in the top right corner

For web chats, it will take a few minutes for the changes to take effect on your website. If you want to see them immediately, open your website in a new incognito mode window.

Time Condition Details

Sandbox

Set up your time condition in this column. If you are editing a time condition, you can compare your new settings to those currently in use in the Production column.

All fields are mandatory except Description.

Title: enter your time condition title. Select the title in your routing/connector to use the time condition in it.

Description: enter a description.

Time group: select the time group you would like to use from the drop down menu. You need to have at least one time group set up to use time conditions. You can also use the blue drop down menu to view or edit the selected time group or to create a new one – this will open Settings β†’ Workflows β†’ Time groups.

If time matches: select what to do if the current day and time matches that of the time group.

You can select:

  1. Automessages. Send an automatic message to your customer (in web chat, you can also offer a switch to click-to-call).
  2. Terminate. The conversation will end or be offline – select which Terminate option to use.
  3. Queue. Select which queue the conversation will be routed to.
  4. Another time condition. Select which time condition you want to route to. We recommend linking your time groups instead, so that you don't need to route from one time condition to another.
  5. Decision tree. Route the conversation to a chatbot.

If time does not match: select what to do if the current day and time does NOT match that of the time group. The options are the same as above.