Setting up support hours for your team in Drift can differ depending on what Drift plan you are on. In this doc we'll cover:

• Setting up Support hours on the Enterprise plan
• Setting up Support hours on the Premium and Advanced plans

Setting up Support hours on the Enterprise plan

If you are on the Enterprise Drift plan you can use Teams to set up a Service Agent team. Using the teams feature allows you to set up teams that are based on certain timezones, ensure that your service agents are available only during business hours, or even have an after hours team set up if you have after hours support. To create a team: 

• Click Settings
• Click Teams
• Click Create Team

On the next screen, name your team, add your Service Agents and click "save".
 

Team Hours 

Once a team is created, the important next step is to define that team's hours. Once a new team is created, the default is set to always online. If this doesn’t fit your team’s schedule, it’s necessary to edit those default hours. 

To edit team hours: 

1. Go to Settings
2. Under settings locate Organization Settings in the side navigation
3. Click Workspaces
4. Click into your desired Workspace
5. Select the Teams tab
6. Select the team you want to update 
7. Click the Hours tab
8. Edit the timezone and hours that team operates in

For more information on Teams, check out this How to Set Up and Manage "Teams" in Drift
 

Setting Up Support Hours on the Premium and Advanced plans

If you are on the Premium or Advanced Drift plan, the hours for your support team will be dictated by your chat widget.

You can access your chat widget settings by clicking Settings > App Settings > Drift Widget > Default Widget > Status (here).
 

Once you are on the "status" page you can chose to set your Drift hours to automatic or manual. If you select manual you will need to use the toggle on that page to turn your widget on and off. Selecting automatic will allow you to set your desired online/offline hours and the Drift widget will go online and offline on its own based on the hours you set here.