Office hours tell Productlane when your team is available to reply. Once set, they shape your SLA timers, the out-of-office messages customers see, and the response-time target you hold yourself to.
Office hours are built from three settings in Settings → Office hours:
Timezone - the workspace timezone every office-hours calculation is based on. Defaults to Europe/Berlin.
Office hours slots - up to 7 windows, each a day selection (Weekdays, Weekends, or a single day) with a start and end time, for example Weekdays 9:00 AM to 5:00 PM. Leave them empty to treat every hour as available.
Response time - the maximum time you aim to take to respond to a message. Toggle it on and set the number of hours (24 by default).
Open Settings → Office hours.
Pick your timezone.
Click Add hours and choose the days and the start and end time. Repeat for each window your team works, up to 7.
Optionally turn on Response time and set your target in hours.
Changes save as you edit, so there is no separate save step.
SLA timers. When an SLA has business hours enabled, its countdown only runs during your office-hours windows. Time outside those windows, such as nights and weekends, does not count against the target, so a thread that arrives Friday evening is measured from Monday morning.
Out-of-office auto-replies. When a message arrives outside your office hours, the first reply lets the customer know they reached you off-hours.
In Live Chat, the widget shows when you will be back, for example "We will be back tomorrow at 9:00 AM", in the visitor's own timezone when it is known.
In Slack, the first reply includes a short note with your schedule.
Response time target. The response-time setting records the maximum time you intend to take to reply, so your team has a clear, shared goal.
Add separate slots when your week is not uniform, for example shorter Friday hours or a weekend shift.
A slot can cross midnight (an end time earlier than the start time), which is useful for late or overnight coverage.
With no slots configured, every hour counts as office hours and no out-of-office message is sent.
