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Business Hours

Business hours tell Gravity Rail when your workspace is open. They feed into escalation routing, the time windows on phone Routing Rules, and the is_business_hours variable used in workflows and event rules.

Go to Settings → Workspace → Business Hours.

How It Works​

For each day of the week:

  • Enabled — Whether it's a working day. Disabled days display as Closed.
  • Start / End — Operating window in the workspace timezone, in HH:MM format (e.g., 09:00–18:00).

Default schedule: Monday through Friday, 09:00–18:00 in the workspace timezone. Saturday and Sunday off.

Where Business Hours Are Used​

  • is_business_hours variable — Available in CEL expressions and template variables, evaluates true during configured hours. See the Developer CEL reference for context-specific variable availability.
  • Escalation routing — Online vs. offline message templates and notification rules can branch on whether escalation happens during business hours.
  • Routing rule time windows — A phone number's routing rules can be set to run During business hours or After business hours, which is how a line forwards, auto-replies, or takes a voicemail outside opening times. Rules that need a different schedule use their own Custom windows instead.
  • Conditional abilities — Abilities can be activated only inside business hours.

Tips​

  • Set business hours early. Many features reference them — routing rules, escalation rules, CEL conditions — so getting these right unlocks the rest.
  • Use the workspace timezone consciously. All times in this tab are interpreted in the timezone set on the General tab. Members in other timezones don't shift the schedule.
  • Holidays aren't represented yet. Recurring weekly hours only — close the workspace for a one-off holiday by toggling the day's Enabled off temporarily, or handle it via an escalation rule.
  • General — Where the workspace timezone is set.
  • Escalation — How online/offline message templates use this schedule.
  • Phone & Voice — Per-number routing rules that branch on business hours.
  • CEL Expressions — Using is_business_hours in conditions.