Setup guides
Which hours apply
Tour windows, staffed hours, opening hours, reps’ own hours, booking-page hours and number schedules: what each one decides, and how they combine when a tour is offered.
A community has several kinds of hours. Each one decides one thing, and none of them replaces another.
| Hours | Where you set them | What they decide |
|---|---|---|
| Tour windows | The community's Hours and closures, When tours can be booked | When the assistant may offer a tour. Also the hours of anyone on staff who has not set their own. |
| A rep's own hours | Personal settings → Availability, or Hours on Team or the staff entry | When that rep takes tours, once they (or an admin) save them. |
| Booking-page hours | A community booking page's settings | Optional. Narrows a community page to part of its people's hours. |
| Staffed hours | The community's Human backup | When a person can take a transfer. Outside them the caller gets a callback. Booking rules call this Inside staffed hours. |
| Holidays and closures | The community's Hours and closures | Days or parts of days the community is closed: no tours anywhere, nobody staffed. A number's schedule can answer with its own playbook then. |
| Opening hours | The community's Hours and closures | Words the assistant may say when asked. They decide nothing. |
| A number's schedule | Phone numbers, the calendar icon | Which playbook answers a number at a given time. It does not change when tours are offered. |
How a tour time is chosen#
Every channel only offers a rep at a time their calendar shows free, never at a time another channel already booked them for, and never while the community is closed. Reps switched off Gives tours are never offered on calls, the website chat or a follow-up page.
| Where the tour is booked | Tour windows | Rep's own hours | Notice | How far ahead | Booking rules |
|---|---|---|---|---|---|
| A call or the website chat | Yes | Once saved; until then the tour windows alone | The playbook's (1 hour unless changed) | The rule's earliest and latest day (today to 14 days unless changed) | Yes |
| A call, through a rule that names a page | No | Once saved; until then the page community's tour windows | The page's (4 hours unless changed) | The rule's days, within the page's window | Yes, and the rule's person or role (see below) |
| A booking page | No | Once saved; until then the page community's tour windows | The page's | The page's window (30 days unless changed) | No |
| The caller's follow-up page | Yes | Once saved; until then the tour windows alone | The playbook's | The rule's days | Yes |
| Moving a tour from My meetings | Yes | Once saved | The playbook's | The next 14 days | No |
A community booking page's own hours, when it has any, narrow its people's hours further. A tour booked through a page is moved on that page's terms.
A rule that names a page. The page's people are offered only when they match the rule: a rule for one person offers only them, a rule for a job title only people with that job title, and nobody switched off Gives tours. When nobody on the page matches, the rule books without the page.