Defining Business Operational Hours

Your Business Operational Hours allow you to control exactly when your Synthetix Live Chat service is considered open or closed.

This feature ensures customers only see or access your channels at specific times, helping you manage staffing, seasonal changes, and unexpected adjustments without disrupting your main configuration.

Operational hours are made up of two components:

1. Standard Schedule – your regular weekly business hours

2. Custom Schedules – temporary changes that override your Standard Schedule when needed

Standard Schedule

The Standard schedule represents the normal operating hours for your business (e.g., 9:00am–5:00pm Monday to Friday).

Key points

• Any day not included in the Standard Schedule is automatically considered closed.

• You can define multiple timeframes per day as long as they do not overlap.

• If there is a gap between timeframes, your services will be considered closed during that gap.

Example

Monday

• 09:00–13:00

• 14:00–17:00

In this scenario, your Synthetix Live Chat service will be closed from 13:00–14:00, reopening again at 14:00.

Custom Schedules

Custom Schedules allow you to create one-off or temporary adjustments to your operational hours without modifying your Standard Schedule.

These are ideal for:

• holiday closures

• special events

• training sessions

• reduced-hours periods

• any scenario where your business hours change for a defined timeframe

How Custom Schedules work

• A Custom Schedule overrides the Standard Schedule for the dates you specify.

• You can create multiple date ranges for different events.

• Once the Custom Schedule’s date range ends, your Standard Schedule automatically resumes.

Example: Full Closure for Winter Break

You want all services to be unavailable from 24 December to 2 January.

You would create a Custom Schedule that:

• Applies from 24/12 to 02/01

• Includes no open timeframes, meaning your services are completely closed during this period.

Example: Afternoon Closures for Staff Training

Your team will be in training every afternoon for one week, but morning services remain open.

You want the following for 1–5 July:

• Open from 09:00–12:00

• Closed from 12:00 onwards

You would create a Custom Schedule with:

• Date range: 01/07–05/07

• Timeframe: 09:00–12:00

• No additional timeframes, resulting in afternoons being marked as closed.