We're introducing
Custom Working Hours in DoubleTick
— because your teams don't work the same hours, and your platform shouldn't pretend they do.Here's What's Actually Happening Right Now
Your support team is online — but the bot is telling customers they're not.
A hot lead comes in at 11 AM — and auto-assigns to an agent whose shift ended two hours ago.
A customer in Dubai gets an away message at 2 PM their time — because your config is locked to IST.
Nobody flagged it. Nobody noticed. But your customers did.
What Custom Working Hours Changes
Every team now gets their own independent schedule — built around how they actually work.
- Their own time zone
- Their own availability windows
- Their own holiday calendar
- Away messages that fire only when that team is truly offline
- Auto-assignment that routes chats to agents who are actually available
Sub-teams without a config automatically inherit from their parent. Every conversation covered. No gaps.
The Business Case Is Simple
Missed chats cost money. Wrong assignments waste agent time. Incorrect away messages kill first impressions.
Custom Working Hours eliminates all three — without your team lifting a finger after setup.
Custom Working Hours is now live in DoubleTick.
To Build your custom working hours, reach out to our Doubletick support now!