Configure office-hours routing

Confirm the schedule

Open https://app.message.com/settings/business-hours/. Confirm the company default, timezone and any department or number overrides. A different schedule assigned directly to a destination can change the result even when the company default looks correct.

Set the destination

For phone calls, select the intended number and its routing destination in Phones settings. Verify that the assigned agents have phone access and the correct department. An incoming queued call is taken through the Inbox; direct-ring behavior is a separate setting.

For tickets, inbound addresses choose departments and ticket-queue rules can organize messages independently. For chat, review department routing and widget availability. These are separate settings; changing a phone route does not update email or chat routing.

Choose after-hours behavior

In Phones → Voicemail, select the intended number’s after-hours action and greeting. Available actions include voicemail, AI receptionist, forwarding and hangup. Configure the associated destination or assistant before relying on that choice.

There is no universal “ring all agents → on-call rotation → AI → voicemail” chain configured by this schedule page. Use the supported phone call-flow/IVR controls for additional routing, and test each branch. AI behavior follows its saved assignment and plan; it is not always a press-1 booking bot.

Test both branches

Test with an isolated number or an agreed test window. Call during and outside the saved schedule. Confirm greeting playback, queue visibility, routing, voicemail capture and transcript status as applicable. Confirm holiday behavior separately. Restore temporary schedule changes.