> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/settings/how-to-set-up-working-hours.md).

# How to set up working hours

#### What’s covered

* [Types of working hours](https://learn.doubletick.io/settings/how-to-set-up-working-hours-and-custom-working-hours#understanding-the-two-types-of-working-hours)
* [Setting up organization working hours](https://learn.doubletick.io/settings/how-to-set-up-working-hours-and-custom-working-hours#setting-up-organization-working-hours)
* [Setting up custom working hours](https://learn.doubletick.io/settings/how-to-set-up-working-hours-and-custom-working-hours#setting-up-custom-working-hours)
* [Configuring away messages](https://learn.doubletick.io/settings/how-to-set-up-working-hours-and-custom-working-hours#configuring-away-messages)

#### Understanding the two types of working hours

DoubleTick gives you two ways to manage working hours.

* **Organization working hours**: A single schedule applied universally across your entire organization. Best suited for companies where all teams follow the same operational hours.
* **Custom working hours**: Dedicated schedules tailored to specific teams. If a team does not have a custom schedule assigned, it automatically inherits the working hours of its parent team based on your team hierarchy. Ideal for global organizations operating across multiple regions or time zones.

#### **Setting Up Organization** working hours

<figure><img src="/files/WLyL4fWgGvSCuqcRgtAO" alt=""><figcaption></figcaption></figure>

#### Setting up organization working hours

To get started, go to the working hours section in your DoubleTick settings and click on organization working hours.

* **Set time zone**: Select your organization’s primary time zone to ensure all configured schedules map accurately to local time.
* **Define daily working hours**: Select each day of the week individually and enter the start time and end time (e.g., Monday through Saturday from 10:00 AM to 8:00 PM). Repeat this step for all active days.
* **Add special days**: Click add hours, select a specific date outside your regular schedule, and specify the custom start time and end time.
* **Enable chat auto-assignment**: Toggle on the auto-assign option and select the designated team members from the dropdown menu to automatically route incoming chats during operational hours.
* **Auto-set members offline after working hours (**<mark style="color:$primary;">**New**</mark>**)**: Enable this toggle to automatically change member statuses post-working hours. New chats won't be assigned post working hours, and assignment resumes when working hours begin or when the member sets themselves online manually.
* **Set up holidays**: Configure monthly or annual organizational holidays under set up holidays to automatically mark days when your team is unavailable.

#### Setting up custom working hours

Use custom working hours when different teams operate on distinct schedules or across different geographical regions (e.g., APAC, EMEA, and North America). To get started, navigate to settings > working hours, select custom working hours, and click add new.

<figure><img src="/files/DhezQ0NXpkHMCCDkMu1h" alt=""><figcaption></figcaption></figure>

* **Set configuration details**: Enter a descriptive configuration name for identification and select the target teams for this schedule.
* **Set time zone**: Select the relevant time zone to ensure all configured schedules map accurately to local time for these teams.
* **Define daily working hours**: Select each day of the week and enter the start time and end time. Repeat this for all active days.
* **Add special days**: Click add hours, select a specific date outside regular schedules, and specify custom start time and end time.
* **Enable chat auto-assignment**: Toggle on auto-assign and select the designated team members from the dropdown menu to automatically route incoming chats during operational hours.
* **Auto-set members offline after working hours (**<mark style="color:$primary;">**New**</mark>**)**: Enable this toggle so new chats won't be assigned post working hours, automatically resuming when working hours begin or when members set themselves online manually.
* **Save configuration**: Click save working hours to apply the schedule. Repeat this process for each team requiring a unique schedule.

{% hint style="info" %}
Note: Repeat this process for each team requiring a unique schedule.
{% endhint %}

#### Configuring away messages

<figure><img src="/files/KIQOglus4k9li8yhDAzX" alt=""><figcaption></figcaption></figure>

Away messages provide automated responses to customers who reach out outside defined working hours or on holidays.

* **Standard away message**: Enable the away messages toggle, update the response message text, and click save to handle queries received outside regular hours.
* **Holiday away message**: Enable the holiday away message toggle, update the dedicated message text, and click save to inform customers during official holidays.

#### Key takeaways

* Use organization working hours for single, company-wide schedules.
* Use custom working hours for team-specific, shift-based, or regional schedules.
* Schedules directly dictate bot responses, chat auto-assignment routing, offline status toggles, and away messaging.

**Suggested articles**\
[How to invite your team members](https://learn.doubletick.io/teams/invite-your-team-members)\
[How to mark yourself online or offline on web](https://learn.doubletick.io/chat-management/understanding-agent-availability-web-and-android/how-to-mark-yourself-online-or-offline-on-web)\
[How to mark yourself online or offline on the Android app](https://learn.doubletick.io/chat-management/understanding-agent-availability-web-and-android/how-to-mark-yourself-online-or-offline-on-the-android-app)


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