Business hours are designed to let your contacts know when you’re away, so if someone messages you outside of those hours, an automatic reply is sent to let them know you’re not available and can include additional instructions (for example, that you’ll respond when you’re back in the office).
You can customize:
The days and hours your business is available
Your timezone
The automatic reply message sent after hours
Optional media attachments like images, videos, or documents
How to Set Up Business Hours
Follow these steps to configure your Business Hours:
Go to Settings
Select Inboxes
Choose the Inbox you want to configure
Open the Settings tab
Select Business hours
Toggle Business Hours Status to On
Select your Timezone
Set your Business Days and Hours
Enter the Auto-Reply message that should be sent outside of business hours
Once enabled, any message received outside your configured hours will trigger your automatic response.
Add Media to Your Auto-Reply (Optional)
You can enhance your after-hours message by attaching media.
For example:
An image with business hours
A quick explainer video
A PDF with helpful resources
An audio message
To add media:
Click the + Add Media icon in the message editor
Upload a file or select one from your media library
Frequently Asked Questions
Does the auto-response use message credits?
Yes. Auto-reply messages are treated like regular SMS messages and use message credits at the normal rate.
Can I set Business Hours for any inbox?
Yes. Business Hours can be configured individually for each Inbox.
To do this:
Go to Settings
Select Inboxes
Choose the inbox you want to configure
Choose the Settings tab
Select Business hours
What timezone are messages sent in?
Messages follow the timezone set in your Personal Settings.
If you haven’t configured a timezone, Salesmsg uses your browser’s timezone by default.
If I reply outside business hours, will the auto-response keep sending?
No. The auto-reply will send when the first message is received outside business hours, but it won’t send more than once per hour to the same contact.
Is there a way to turn off the text message that is auto sent to our customers after business hours?
At the moment, it’s not possible to enable Business Hours without sending an after-hours auto-reply.
If you prefer not to send an automatic reply, the only option is to disable the Business Hours feature entirely.
Troubleshooting Steps
I saved my business hours settings, but they don't seem to be working. What should I check first
Make sure the Out of Office text message field is filled in. Business hours settings may appear to save successfully even when the Out of Office message is left blank, which prevents the feature from functioning properly. Always confirm the message is entered before saving.
My business hours settings seem to reset after I refresh the page. Are my settings lost?
Not necessarily. In some cases, the display may revert to default values after a page refresh, but the correct settings are still stored and active on the backend. If your business hours behavior is working as expected despite the display issue, your settings are likely fine.
I set up business hours, but contacts aren't receiving the Out of Office reply. Why?
Business hours are configured per inbox, not globally. Make sure business hours are enabled on the specific inbox the contact is reaching. If the contact is messaging a different inbox that doesn't have business hours turned on, the Out of Office auto-reply won't trigger.
Will business hours stop my automations from sending messages after hours?
No. Broadcasts, Triggers, Keywords, Workflows, and messages sent via CRM integrations or API will still send during after hours. The Out of Office message only fires when a contact replies to one of those automated messages. One exception: if you have a Textbot active, the Out of Office message is suppressed when a contact replies during after hours — the Textbot handles the reply instead.
The Out of Office message is being sent during my working hours. What's going on?
Double-check your configured time zone, working days, and time windows. If any of these don't match your intended schedule, the system may treat your working hours as after hours and send the Out of Office reply at the wrong times.
Could other features be interfering with my business hours setup?
Yes. Features like Call Queue, IVR, and Quiet Hours all interact with business hours. For example, if "Enable Call Queue After Hours" is switched off, incoming calls may bypass the call queue during after hours entirely. Review the settings for any related features to make sure they're configured consistently with your business hours.
Need Help? ✋🏻
Contact us on live chat or send an email to us at [email protected].
For even quicker assistance on issues pertaining to Business Hours - please be sure to include the following:
Let us know what Inbox you're referring to
Any screenshots of conversations relevant to the issue that include the URL at the top and contact info on the right