The Hours and Holidays feature lets customers know when you are available to serve them. You can use this feature in situations such as:

• If you have a specific department in your company, in which the attendants are only available for service on certain days and at certain times, (example: Tuesday to Friday, from 12pm to 6pm), your company can insert an automatic message to your customers via WhatsApp, to let them know that there are no attendants available if the contact is made at a time other than that established.

• Or, another example of how you can use it is if your company has different opening hours at the weekend and you want to configure the availability of the agents and the operation to reflect this for the end customer.

To access the Service hours and holidays feature, go to Zenvia Chat - Administrator Profile > Service > Hours and holidays.

Working hours

Here you can view the following information:

• Name: name given to your company's service activity/schedule.

• Date or Period: days on which this service schedule will be valid. You can have different opening hours, one per day, if necessary.

• Department: sector of your company to which the schedule is linked.

• Time zone: start and end time of the service schedule.

• Interval: space to include lunch time (optional).

• Status: you can make the created service schedule active or inactive, i.e. visible or not to your customer.

Holidays

On the Holidays tab, you can add and/or edit a new holiday or several holidays at the same time (in bulk). You can use this functionality in situations such as:

If your company doesn't work on national holidays and you want to leave an automatic message programmed, with this feature you can include all the holidays in advance and leave the message already configured for your customers.

Or, if your company operates regionally and has specific holidays on which your finance department, for example, will only work one shift. For the other shift, the account administrator can leave the absence of the operation configured with a standard message to align expectations, should any customer or other agent contact them via Chat.

⚠️Attention: The Holidays feature is only available for the Advanced plan. 

Add New Holiday 

When you click on Add new holiday, the screen below will appear.

Under Name, create a name for your holiday, examples: Carnival, Holiday 1 etc.

In the Date or period item, you can include the date of the holiday by selecting the date directly from the calendar or by selecting a period. In the Repeats annually item, you can select whether the holiday will repeat annually or not.

In Time zone, you can select which time zone your inclusion will follow, as well as whether it will be a full day off and whether it will have a break. 

Finally, select the departments in your company that will have this holiday, and click Save. 

💡Tip: You can set an automatic message to include in WhatsApp and/or Webchat channels when your customers contact you on the holiday. See below for how to add the holiday message to these channels.

How to add a holiday message to WebChat and WhatsApp channels
 To add a personalized holiday message to the desired channel, go to Zenvia Chat > Administration > Channels > WebChat or WhatsApp.

Under Messages and texts, you will see the Holiday message field. Select the holiday you want, according to the entry you made here on the Opening hours and holidays screen. That's it! Your personalized message has been automatically inserted into the desired channel. 

Add several holidays 

By clicking on Add several holidays, you can choose several at the same time by importing a .CSV spreadsheet. To do this, you need to download the spreadsheet template, fill it in according to the instructions and then import the document. Then drag the file here to import it or click on Select the file. 

This will display the following screen. 

When you click Add public holidays, all the imported public holidays will be displayed in the list. 

That's it! Now you know how to add several holidays.