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Office Hours — What They Change (and What They Don't)

Updated by Sean Daly

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Office hours tell Jenny when someone is actually in your office, so she greets callers the right way, answers "are you open?" correctly, and only transfers a caller who asks for a person when there's a person to take the call.

The page lives at Settings → Office hours, under Scheduling & booking. The single most common mix-up: office hours don't decide when your agents can book jobs. If you want no weekend or after-hours bookings, that's a different setting — see "What office hours don't change" below.

What office hours change

  • How Jenny greets callers. If your phone greeting has a separate after-hours version, these hours decide which one she uses.

  • What she says when asked if you're open. She answers from these hours, and a day on your holiday list counts as closed — see Holidays — Keeping Closed Days Off the Schedule.

  • Whether a caller asking for a person gets transferred. While you're open, a caller who asks for a person can be transferred to your office, if your account has a transfer number set up for that. Jenny may first offer to book them herself. While you're closed, there's no transfer: Jenny sends your team a follow-up request instead, and may offer to book the caller.

  • Every other transfer, too. Transfers to a named department, and an emergency transfer if you have one set up, only happen while you're open. After hours, Jenny sends your team an urgent follow-up instead.

  • Which visit fee applies, if you have an after-hours price. If your fee documents list a different price for after-hours visits, Jenny uses these hours to tell which price applies to the appointment time the caller picks.

  • Any notification rule that checks office hours. A rule can include an Office hours condition, and it's judged against these hours. More on that below.

Changes apply from the next call.

What office hours don't change

Office hours don't decide which times can be booked. That comes from your ServiceTitan schedule and the booking settings below. Setting Saturday to closed here won't stop an agent booking a Saturday job. To control what can be booked, use the setting that matches what you want:

Before you begin

Only your account admins — the people who can manage users on your account — see the Office hours tab, along with UpSmith staff. If you ask Jenny about office hours without that access, she'll tell you that you need organization admin access. See Who Can See What — Roles and Permissions.

The first time you open it

You'll see one of two things:

  • An amber card saying we filled them in for you. It reads "We filled these in from your ServiceTitan schedule and the business hours we had on file. Please check each day and correct anything that’s wrong — Jenny is already using them." Jenny is using these hours right now, so check every day. If they're right, click These are right. If not, fix them below and click Save hours.

  • A card saying nothing is set. It reads "Office hours aren’t set yet, so Jenny can’t tell callers when you’re open." Until you save some, Jenny's phone calls treat your office as open Monday to Friday, 8 AM to 5 PM. Click Start from ServiceTitan hours (shown only when we have your ServiceTitan business hours) or Start from scratch, which starts every day closed. Nothing is saved until you click Save hours.

Setting your hours

The Weekly hours card lists every day, Monday to Sunday.

  1. Use the switch next to a day to open or close it. A closed day shows Closed; switching one on starts it at 8 AM to 5 PM.

  2. Set the open and close times for the day.

  3. For a split day — say, closed for lunch — click Add hours to add another range. Click Remove to drop one.

  4. Click Save hours. To throw away your edits, click Discard.

  • Times are in your account's timezone. The card says which one. To change it, use the Change the timezone in Profile link.

  • Ranges can't run past midnight. Each range has to end after it starts, on the same day. A closing time of midnight (00:00) means the end of that day. For overnight coverage, end one day at midnight and start the next at midnight.

  • Ranges go in order and can't overlap. If they do, you'll see "Ranges must be in order and must not overlap." and Save hours stays greyed out until it's fixed.

Or just tell Jenny

Jenny sits beside the page. Tell her in plain English — "We close at 4 on Fridays" or "We're open Saturdays 8 to noon" — or ask "Are we open right now?"

  • She changes only the days you mention. The rest stay as they are. If no hours were set before, any day you don't mention is saved as closed.

  • Nothing saves until you approve it. She shows a card titled Confirm: change office hours with each changed day before and after, plus a What changes for callers section — for example, which times callers asking for a person now get a follow-up instead of a transfer.

The Right now card

Once hours are saved, a card at the top shows Open now, Closed now, or Closed today · {holiday} when today is on your holiday list. Below it, Jenny is told: shows the exact sentence Jenny gets about your hours — the quickest way to check she has it right.

Office hours in notification rules

If you only want some alerts out of hours (or only during them), add an Office hours condition to a rule on the Notifications page, under Rules. It has three values:

  • Open — inside your office hours.

  • After hours — outside your hours on a weekday.

  • Weekends — outside your hours on a Saturday or Sunday. If you're open Saturday mornings, a Saturday 10 AM event counts as Open.

Holidays aren't counted here: a holiday that falls inside your usual hours still counts as Open. A new condition starts as After hours or Weekends. If your office hours aren't set, the condition can't be judged — the editor warns "Your office hours aren't set, so this never matches." See Notifications — Who Gets Told What for writing rules.

Troubleshooting

We set Saturday to closed, but an agent still booked a Saturday job. Expected — office hours don't control booking. Email support@upsmith.com for a closure rule, as in Closing Days and Hours Your Agents Shouldn't Book.

Save hours is greyed out. Either nothing has changed, or a day has a problem shown in red — a range that ends before it starts, or ranges that overlap.

The times look an hour or more off. Check the timezone named on the Weekly hours card and change it in Profile if it's wrong.

You see an error when you save, such as "Office hours could not be saved." Try again. If it keeps happening, email support@upsmith.com.

I can't see the Office hours tab. It's only shown to your account admins. Ask one of them to make the change.

Common questions

How do we stop agents booking on weekends or after hours? Not here. Email support@upsmith.com and we'll set up a closure rule.

Do I need to add holidays here? No. Holidays are their own setting and already count as closed. Use Choose holidays at the bottom of the page.

Can I set hours that run overnight, like 6 PM to 2 AM? Not as one range. Split it: 6 PM to midnight on the first day, midnight to 2 AM on the next.

How many ranges can one day have? Up to 12.

Can office hours control which alerts reach us overnight? Yes, rule by rule. Add an Office hours condition to a notification rule — for example, so it only fires when it's After hours or Weekends.

Where to go next