Business Hours

Business hours tell Gravity Rail when your workspace is open. They feed into escalation routing, phone number work modes, and the is_business_hours variable used in workflows and event rules.

Go to Settings → Workspace → Business Hours.

How It Works

For each day of the week:

• Enabled — Whether it's a working day. Disabled days display as Closed.
• Start / End — Operating window in the workspace timezone, in HH:MM format (e.g., 09:00–18:00).

Default schedule: Monday through Friday, 09:00–18:00 in the workspace timezone. Saturday and Sunday off.

Where Business Hours Are Used

• is_business_hours variable — Available in CEL expressions and template variables, evaluates true during configured hours.
• Escalation routing — Online vs. offline message templates and notification rules can branch on whether escalation happens during business hours.
• Phone work modes — Modes like FORWARD_OFF_HOURS and MESSAGE_OFF_HOURS use this schedule to decide when to forward, auto-reply, or hand off to AI.
• Conditional abilities — Abilities can be activated only inside business hours.

Tips

• Set business hours early. Many features reference them — phone work modes, escalation rules, CEL conditions — so getting these right unlocks the rest.
• Use the workspace timezone consciously. All times in this tab are interpreted in the timezone set on the General tab. Members in other timezones don't shift the schedule.
• Holidays aren't represented yet. Recurring weekly hours only — close the workspace for a one-off holiday by toggling the day's Enabled off temporarily, or handle it via an escalation rule.

Related

• General — Where the workspace timezone is set.
• Escalation — How online/offline message templates use this schedule.
• Phone & Voice — Per-number work modes that branch on business hours.
• CEL Expressions — Using is_business_hours in conditions.