Overview
Business hours and Team Holidays are two settings that Customers can leverage to let both Verse and your Leads know when you're open for business.
Verse will notify your Lead, when we're engaging with them, what your availability is on a daily and weekly basis. In conjunction with restricted actions, business hours can be used to set a period of time each day when we can make Call transfers to your team as well as restrict "when" we follow up with your Leads in the event they become unresponsive to our messages.
Team Holidays is a setting that will "override" your business hours on the day of the week that the holiday falls on. Should you add a team Holiday, the holiday will mark that day of the week as "closed for business" for all team members.
How To Enable Business Hours
Navigate to the Settings page in your Customer Portal and choose the "Business Hours" option from the navigation window.
Enable the "Business Hours" toggle to turn on Business hours for your user.
Next modify your hours of operation for each day of the week.
If you'd like to add a second period of availability simply click the blue "+" icon and a second availability for your hours of operations will be added to that day of the week.
Note: When you have multiple periods of availability within a day, these cannot overlap.
Once you've set up your business's availability for each day of the week, simply click the Save button to enable these hours of operation.
Additional Settings
There are additional settings that when enabled will affect how Verse engages with your Leads:
Engage Leads by Client Timezone: This setting when enabled will automatically override your Lead's timezone when it is created in our system to match your timezone. If you are localized in one timezone, and all of your Leads will be in this same timezone, feel free to enable this to ensure that we only engage the Lead in your timezone. See Understanding Acceptable Automated Texting Hours and State Specific Holidays & Hours for additional details.
Business Hours Restricted Actions - Call Transfers: This setting when enabled will restrict Verse's ability to transfer a Lead to your team once we've completed our vetting to be within your business hours only. If your Call center is 24/7, then you should leave this setting disabled, we will attempt to transfer a Lead to your team whenever possible.
Business Hours Restricted Actions - Automated SMS: This setting when enabled, will restrict Verse's ability to engage with your Leads when they've become unresponsive to our messages, to only follow up with the Lead during your business hours. If you only want Verse to engage with your Leads during your business hours, as the goal of our conversation is to get the Lead connected with you, you may wish to enable this setting.
How Team Holidays Interacts with Business Hours and the Restricted Actions
When a Holiday is added, it overrides the business hours of whichever day of the week that holiday would fall upon to being "closed" instead of using its normal business hours.
Holidays are a "team wide setting", which means that when a Team Admin, or Team Leader adds a Holiday, it will add it for all Team Members.
Each Team member does have their own "business hours" and they also have their own "restricted actions" settings. This means that if a team member does not have business hours enabled, then they do not have any restricted actions - and a Team Holiday would not affect how Verse engages with their leads.
If you or your team members do not have any restricted Actions enabled, then a holiday will not prevent Call Transfers or automated messages to your Leads during the holiday.
How To Add a Holiday
Navigate to the Settings page in your Customer Portal and choose the "Business Hours" option from the navigation window.
Click into the "Add a Holiday" section beneath the existing holidays.
Select the date that the holiday you wish to add would fall on.
Feel free to add a description of the holiday, or simply click the Save button to finish adding the holiday.