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The Office Hours API lets you manage when your support team is available. The AI agent uses office hours to set expectations with customers outside business hours and route conversations appropriately.

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Key Concepts

  • Default schedule — The organization-wide fallback used when a conversation is not assigned to a team with its own custom office hours
  • Custom schedule — A named set of shifts with a timezone (e.g. “Business Hours” in America/New_York), linkable to teams or SLA policies
  • Shift — A time block when support is available (e.g. Monday-Friday 9:00-17:00)
  • Day of week — Supports individual days (monday, tuesday, …) and ranges (monday_to_friday, everyday, etc.)

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Available Endpoints

Get Default

Get the org-wide default office hours

Update Default

Set or replace the org-wide default office hours

List Schedules

List all custom office hours schedules

Get Schedule

Get a custom schedule with its shifts

Create Schedule

Create a new custom schedule

Update Schedule

Update a custom schedule and its shifts

Delete Schedule

Delete a custom schedule