Functionality Overview
The Working Hours module allows you to define the specific time intervals during which a salesperson is active. Properly configuring these hours is critical to:
Ensure messages are routed to available sales representatives.
Prevent the loss of customer conversations during specific shifts.
Maintain the team's operational continuity.
Summary of the Procedure: Step-by-Step
To set up or modify a salesperson's schedule, follow these instructions:
Access User Profile: Log in to your Darwin account and navigate to the Settings menu.
Select User: Go to the Users section and locate the salesperson you wish to configure (e.g., "Clara").
Schedule Configuration:
Click on the Actions button.
Select the Working Hours option.
Assign Intervals:
Define the time range (e.g., from
09:00to21:00).You can add multiple intervals or specific days (such as Mondays) to reflect the salesperson's actual shift.
Finalize: Ensure the record is saved so the system recognizes the user as "Available" during the established times.
‼️IMPORTANT Note on Message Routing If a salesperson does not have their hours uploaded or is outside their service window, any messages sent during that time will not be routed or may be lost in the conversation flow. It is essential to maintain full and updated hours to ensure the salesperson remains "available" in the system.