Learn how to configure working hours and agent breaks in Zenvia Customer Cloud, including days of the week, start and end times, intervals, and scheduled breaks.

1. Team working hours

Agents, operators, and administrators can configure working hours to control agent availability and ensure the proper distribution of conversations.

How to configure working hours

1. Go to Commercial Service > Settings > General Settings.

2. Under Working hours, click Manage.

3. Add, adjust, or delete schedules:

   1. Enable or disable the days of the week.

   2. Set the working periods in the From and To fields.

   3. To add intervals, click Add hours.

4. Click Save.

Configuration example:

• Monday:

  • From 09:00 to 12:00

  • From 13:00 to 18:00

Impact on the service inbox:

• Agents within working hours: Can receive new contacts.

• Agents outside working hours: Are automatically Disconnected and do not receive conversations.

2. Agent breaks

Administrators can define breaks so that agents can indicate periods when they will not be available to receive new conversations.

How to configure breaks

1. Go to Commercial Service > Settings > General Settings.

2. Under Working hours, click Manage.

3. Scroll down to view the breaks already registered. If there are no breaks, click Create new break.

4. Fill in the required information:

   1. Break status name: Name displayed to the agent in the service inbox.

   2. Break duration: Up to three different durations, defined in minutes.

5. (Optional) Customize the break:

   1. Pre-break status: Allows the agent to anticipate the break.

   2. Set duration: Allows the agent to choose the break duration.

6. Click Save.

• Pre-break: The agent is still available on the platform but does not receive new conversations. They can finish or transfer conversations before starting the full break.

• Break: The agent becomes completely unavailable, with no access to the service screen and no possibility of interacting until the break ends.

Impact on the service inbox:

• Agents on Break: Cannot interact with the service screen.

• If the break exceeds the configured time by 5 minutes, the agent will automatically be marked as Disconnected.

3. Manual status change

Allows agents to manually change their status, affecting their availability to receive new contacts.

How to configure status changes

1. Enable the Manual status change option.

2. Agents will be able to change their status within the service inbox.

Impact on the service inbox:

• Available: Receives new contacts within the configured working hours.

• Disconnected: Does not receive conversations, even within the configured working hours.

What happens when all agents are unavailable?

The administrator can choose one of the following options:

• Keep conversations in the queue: Agents can take the pending conversations when they return.

• Close automatically: If no one can provide service, the conversations are closed. We recommend enabling the absence message to inform the customer that the service is unavailable.

Possible agent status scenarios in the service inbox

If the agent selects "Available"

• Within the configured working hours → They receive new contacts.

• Outside the configured working hours → They do not receive new contacts and see a visual alert.

If the agent selects "Disconnected"

• Within the configured working hours → They do not receive new contacts.

• Outside the configured working hours → They remain disconnected.

If the agent selects "Pre-break"

• They must select the break type and duration (if options are available).

• The break starts automatically after all conversations are closed or transferred.

If the agent selects "Break"

• The service screen is blocked.

• If the break duration is exceeded by 5 minutes, the status automatically changes to Disconnected.