Setting Up Business Hours

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This feature is currently in beta and there may be updates as we continue improving.

Business hours schedules let you define when your team is available. Once created, a schedule can be reused across voice channels.

Workspace Owners can manage schedules by navigating to Workspace Settings > Schedules.

What You Can Do with Schedules

Define weekly operating hours - Set the days and times your team is available, with support for multiple time slots per day
Set a time zone - Each schedule uses a specific time zone so hours are evaluated correctly, regardless of where your team or customers are located
Add custom days - Create exceptions for public holidays, special events, or one-off schedule changes
Reuse across your workspace - Assign the same schedule to voice channels, use it as a condition in flows, or reference it in AI Agent logic

Creating a Schedule

1. Navigate to Workspace Settings > Schedules

2. Click Create a Schedule

3. Give your schedule a name (e.g. "Main Office Hours" or "Weekend Support")

4. Select the time zone that applies to this schedule

5. Configure your weekday hours - toggle each day on or off and set the opening and closing times

6. Optionally, add custom days for holidays or exceptions

7. Click Create Schedule

Your new schedule appears in the Schedules list and is ready to use.

Choosing a Time Zone

Every schedule requires a time zone. This determines how Cue evaluates whether you are currently open or closed. Select the time zone that matches your team's physical location or the region you are serving.

If your workspace operates across multiple regions, create separate schedules for each - for example, "SA Office Hours" using Africa/Johannesburg and "UK Office Hours" using Europe/London.

Setting Weekday Hours

Each day of the week can be toggled on (open) or off (closed) independently. When a day is toggled on, set the start and end times for that day.

If your team works split shifts or takes a lunch break, click + Add slot next to any day to add a second time window. For example, you might set Monday to 08:00–12:00 and 13:00–17:00.

Adding Custom Days

Custom days let you override your regular weekly schedule for specific dates. Use them for public holidays, office closures, company events, or reduced-hours days.

To add a custom day:

1. Scroll to the Custom days section at the bottom of the schedule editor

2. Click + Add custom day

3. Enter a label (e.g. "Christmas Day" or "Company Retreat")

4. Select the date or date range

5. Choose whether the day is closed or set specific operating hours

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Custom days always take precedence over your weekly schedule. If Christmas Day falls on a Wednesday and you have added it as a closed custom day, Cue will treat that Wednesday as closed even if your regular Wednesday hours are 09:00–17:00.

Managing Your Schedules

The Schedules page shows all schedules in your workspace at a glance:

Name	The schedule name
Timezone	The time zone and UTC offset
Hours	The configured hours at glance
Updated	When the schedule was last modified

Use the search bar to find a schedule by name.
Click on any schedule to edit it, or click the delete icon to remove it.

When deleting a schedule that is currently assigned to a voice channel or referenced in a flow, Cue will warn you about the impact before proceeding.

Using Schedules with Voice Channels

When setting up a voice channel, you will be asked to select a business hours schedule during the setup wizard. This schedule determines how inbound calls are handled:

During business hours - Calls follow your normal routing: the greeting plays, callers navigate your IVR menu (if configured), and calls are routed to available agents.
Outside business hours - Callers hear your after-hours message. Depending on your configuration, they may be given the option to leave a voicemail.

You can also change the assigned schedule from your voice channel's settings page at any time.

Tips for Managing Business Hours

Use descriptive names - Names like "SA Office Hours" or "Weekend Support" make it easy to identify which schedule to assign where.
Add recurring custom days for annual holidays - Set them once and they will apply every year automatically.
Review your schedules periodically - Check that your hours still reflect your team's actual availability, especially after seasonal changes or shifts in operating hours.
For workspaces who have access to the Advanced settings tab, create separate schedules for different teams or regions - A sales team and a support team may have different operating hours. Create a schedule for each and assign them independently.

Frequently Asked Questions

Can I have multiple schedules in one workspace?

Yes. You can create as many schedules as you need — one for each team, department, region, or use case.

What happens if I do not assign a schedule to a voice channel?

If no schedule is assigned, the voice channel operates as if it is always open. All inbound calls will be routed to agents regardless of the time of day.

Can I set different hours for different days?

Yes. Each day of the week is configured independently. You can set Monday to 08:00–17:00, Tuesday to 10:00–14:00, and leave Saturday closed, for example.

Can I add a lunch break or split shift?

Yes. Use the + Add slot button next to any day to add a second time window. This is useful for lunch breaks or split-shift patterns.

Do custom days override the weekly schedule?

Yes. Custom days always take precedence. If you add a custom day marked as closed on a date that would normally be open, Cue will treat it as closed.

What time zone should I choose?

Select the time zone that matches your team's operating location. If you serve multiple regions, create a separate schedule for each region with the appropriate time zone