Business Hours help you control how incoming calls are handled based on your team’s working schedule. By defining when your business is open or closed, Salesmate ensures calls are routed correctly, either to available users or handled automatically, so callers always receive a timely and appropriate response.
This setup is especially useful for teams that want predictable call handling during work hours and automated responses outside business hours.
Topics Covered
How Business Hours Impact Incoming Calls
Business Hours act as the first checkpoint whenever an incoming call is received on a configured phone number.
Salesmate immediately checks whether the business is Open or Closed
Call routing decisions are then made based on this status
The behaviour applies only to phone numbers configured in the Unified Inbox
SMS or Text Inbox numbers are not affected
Where Business Hours Are Defined
Business Hours are configured at the Inbox level and apply to all phone numbers associated with that inbox.
Navigate to the Unified Inbox from the left sidebar
Click on Inbox Settings
Go to the Setup your Inbox page
Scroll down a bit and you will find the Business Availability setting there.
Call Handling During Business Hours
When an incoming call arrives during open business hours:
Salesmate verifies the current time against configured Business Hours
The call is routed using the active call-handling configuration
Calls can be answered by available users
This ensures customers can reach your team when they are available to respond.
Call Handling Outside Business Hours
When an incoming call arrives outside business hours:
Salesmate detects that the inbox is closed
The system follows the defined Outside Business Hours logic
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This may include:
Playing a recorded message.
Routing to voicemail.
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