---
title: "Business hours rules"
slug: "business-hour-rules"
description: "How to manage inbound calls during business hours, outside business hours, and on holidays."
tags: ["business hours", "voicemail", "Flow Builder", "business hours rules", "holidays", "Inbound", "day off"]
updated: 2025-09-22T14:03:16Z
published: 2025-09-22T14:03:16Z
canonical: "docs.voiso.com/business-hour-rules"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Business hours rules

{{variable.AudienceAdmin}}

How to manage inbound interactions during business hours, outside business hours, and on holidays.

## User story

As an administrator, I want to create a single call flow that routes interactions according to my business hours, outside business hours, and holiday schedules.

## Flows
The {{variable.BrandName}} **[Flows](/v1/docs/inbound-flows)** feature enables you to create both simple and complex inbound interaction routing flows to suit your business needs.

Flows are associated with a channel, such as a phone number or webchat, that your contacts use to connect with your contact center.

To view and manage your interaction flows, in the {{variable.BrandName}} navigation bar, select **Inbound > Flows**. The **Flows** page contains a searchable table of the flows that you have created. It displays the name of the flow and associated channels.

* To create a new flow, click **Add flow**.
* To update an existing flow, click its name in the **Flows** table.

The following screenshot and table describe the main features of the **Edit flow** page.

![Business%20Flow%20Window%20Description](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Flow%20Window%20Description.png){height="" width=""}


| # | Section | Description |
| --- | --- | --- |
| 1 | [General](/v1/docs/inbound-flows#general) | Specify the name of your flow, its type, and the channels (phone numbers) the flow handles. |
| 2 | [Launch builder](/v1/docs/inbound-flows#flow-builder) | After you set up and save the flow, open the **[Flow builder](/v1/docs/inbound-flow-builder-overview)** to design the interaction flow. |
| 3 | [Busines hours](/v1/docs/inbound-flows#business-hours) | The days and times that the flow is active. |
| 4 | [Outside business hours](/v1/docs/inbound-flows#day-off-menu) | Interactions that arrive on the channel (phone number) outside of the specified hours are handled by the flow selected in the **Outside business hours**. |
| 5 | [Assigned numbers](/v1/docs/inbound-inbound-numbers) | Calls to these inbound phone numbers are handled by this flow. |
| 6 | [Assigned supervisors](/v1/docs/inbound-flows#assigned-supervisors) | [Supervisors](/v1/docs/users-users#adding-a-user) assigned to the flow can access interactions that pass through the flow by using the [CDR page](/v1/docs/reporting-cdr). |

:::(Warning) (Note)
There is no limit to the number of flows that can be chained together using the **Outside business hours** in each flow.
:::

:::(Info) (Tip)
You do not need to configure a phone number for each flow specified in the **Outside business hours**. These flows automatically use the same phone number as the entry point flow.
:::

When an interaction is received by the first flow (entry point), the day and time are checked against the specified business hours. If there is no match, the interaction is passed to the flow specified in the **Outside business hours** section.

If there is no match again, the interaction is passed to the flow specified in the **Outside business hours** section of the second flow, and so on.

:::(Info) (Tip)
Using the **Conditions** node in a flow allows even greater flexibility, enabling you to specify actions based on specific calendar days, such as local holidays. Refer to [Add conditions to cover holiday closure](/v1/docs/business-hour-rules#add-conditions-to-cover-holiday-closure).
:::

## Use Case: Creating a flow based on business hours rules

{{snippet.businessHoursTimeZoneImportantNote}}

The {{variable.BrandName}} **[Flow](/v1/docs/inbound-flows)** and **[Flow Builder](/v1/docs/inbound-flow-builder-overview)** features enable you to build a single flow that handles regular business hours, off hours, and holidays with just two flows.

![Business%20Hours%20Flow%20Flows%20Table](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Hours%20Flow%20Flows%20Table.png){height="" width=""}

{{snippet.PrepYourContactCenterResources}}

{{snippet.AddingAudioMedia}}

### Create a flow for your off hours

The first step is to create a flow for the hours and days (nights and weekends) that are *not* your primary business hours, such as this example:

![Business%20Flow%20Weekend%20Flow%20Setup](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Flow%20Weekend%20Flow%20Setup.png){height="" width=""}

1. In the {{variable.BrandName}} navigation bar, select **Inbound > Flows**, then click **Add flow**.
2. In the **General** section of the **Add flow** page, give your flow a name (1), and select **Voice** as the type of flow (2).
3. In the **Business hours** section, select the days of the week that correspond to your *non-business hours* and days. For each day, specify your *non-business hours*. For example:
    1.  Monday (4) – **00:00 - 07:59** (midnight to one minute before the start time of 8 a.m.) and **18:00 - 23:59** (the end of the shift, 6 p.m., to one minute before midnight).
    2.  Saturday (5) – **00:00 to 23:59** (midnight to one minute before midnight).
4. It is not necessary to specify a [phone number](/v1/docs/inbound-inbound-numbers) in the **Assigned numbers** section because this will be inherited from your regular business hour flow.
5. Optionally assign one or more users as supervisors for the flow in the **Assigned supervisors** section.
6.  Save the flow.
7.  On the **Flows** page, click the **Launch builder** icon on the right side of the flow row and create your after-hours flow. For information on using **Flow Builder** refer to the [Flow Builder Overview](/v1/docs/inbound-flow-builder-overview) article.

### Create a flow for your main business hours

The second step is to create a flow for your *main business hours*, such as this example:

![Business%20Flow%20Main%20Flow%20Setup](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Flow%20Main%20Flow%20Setup.png){height="" width=""}

1. In the {{variable.BrandName}} navigation bar, select **Inbound > Flows**, then click **Add flow**.
2. In the **General** section of the **Add flow** page, give your flow a name (1), select **Voice** as the type of flow (2).
3. In the **Business hours** section, select the days of the week that correspond to your business week, such as Monday (3) through Friday. Do not select your non-business days – for example, Saturday and Sunday.
4. Specify your regular business hours for each business day – for example, **08:00 - 17:59** (8 a.m. to one minute before the end of the business hours, such as 6 p.m.).
5. In the **Outside business hours** section, select the off-business hours flow [that you previously created](/v1/docs/business-hour-rules#create-a-flow-for-your-off-hours) (4).
6. In the **Assigned numbers** section (5), click **Manage** to select one or more inbound [phone numbers](/v1/docs/inbound-inbound-numbers) from the **Number assignment** panel.
7. Optionally assign one or more users as supervisors for the flow in the **Assigned supervisors** section (6).
8. Save the flow.
9. On the **Flows** page, click the **Launch builder** icon on the right side of the flow row and create your business-hours flow. For information on using **Flow Builder** refer to the [Flow Builder Overview](/v1/docs/inbound-flow-builder-overview) article.

### Add conditions to cover holiday closure

Now that your main business hours flow is saved, you can use **[Flow builder](/v1/docs/inbound-flow-builder)** to create alternative flows for special days, such as holidays or other exceptions to your normal business hours that occur outside of your usual days off, such as this example:

![Business%20Hours%20Configuring%20Holidays](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Hours%20Configuring%20Holidays.png){height="" width=""}

1. In the {{variable.BrandName}} navigation bar, select **Inbound > Flows**, then click the name of your regular business hours flow.
2. In the row for your business hours flow, click the **Launch Builder** icon. The **Flow builder** opens in a new browser tab.
3. Add a **[Conditions](/v1/docs/conditions)** node (2) and connect the **[Start](/v1/docs/flow-builder-start)** node (1) to it.
4. Click the **Conditions** node to display the **Conditions** configuration panel.
    1. Click **Any rule** (3) so that you can specify multiple days for **Condition 1**. If any of them are met, the condition is met, and the holiday routing is used.
    2. Create a rule (4) for the first holiday, for example, New Year's Eve. Select **start_time** as the variable, **between** as the operator, and the dates and times you want the holiday hours to be active as the value.
    3. Click **Add rule** to create a rule for the next holiday, for example, a national independence day.  Alternatively, you could create one condition for each holiday, each with a different action or recording.
@(Embed)(https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Hours%20Flow%20Flows%20Create%20Holliday%20Conditions.mp4){height="320" width="640"}
5. Decide where you want calls routed if the holiday conditions are met. For example, add a **[Voicemail](/v1/docs/flow-builder-voicemail)** node (5) that directs all holiday call traffic to Voicemail. Add a link from the condition or conditions to the holiday routing.
6. Create the rest of your regular business hours call routing, for example, by adding a **[DTMF](/v1/docs/flow-builder-dtmf)** node as an IVR. Add a link from the **Conditions** node to the **DTMF** node.
7. Save the flow.

For the [weekend and off hours flow](/v1/docs/business-hour-rules#create-a-flow-for-your-off-hours), use the **Flow Builder** to create your call flow and repeat the use of the **Conditions** node to add specific days that are exceptions to the main flow.

![Business%20Hours%20Weekend%20Flow%20Configuring%20Holidays](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Business%20Hours%20Weekend%20Flow%20Configuring%20Holidays.png){height="" width=""}

{{snippet.renameNodeFlowBuilder}}

## Related

- [Flow Builder](/inbound-flow-builder.md)
- [Flow Builder Overview](/inbound-flow-builder-overview.md)
- [Creating a simple IVR with Flow Builder](/creating-a-simple-ivr.md)
- [Play Audio](/flow-builder-play-audio.md)
- [Start](/flow-builder-start.md)
- [Route](/flow-builder-route.md)
- [Conditions](/conditions.md)
- [Voicemail](/flow-builder-voicemail.md)