Set Standard Business Hours and Special Events
With Business Hours for Twilio Flex, supervisors gain the power to set unique operating hours for each day of the week and set corresponding messaging for open and closed times, providing unparalleled flexibility in managing your contact center’s schedule. Additionally, you can easily configure business hours for special events like holidays, ensuring accurate messaging and seamless operations.
Handle Unforeseen Shutdowns with EaseBusiness Hours for Twilio Flex includes an emergency mode toggle, enabling your team to quickly and efficiently handle unforeseen shutdowns. In emergency situations, supervisors can promptly activate emergency mode to adapt the contact center’s operations accordingly. Customize outbound voice and chat messages to keep your customers informed during these closures, maintaining excellent customer service even during challenging times.
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Take Full Control of Your Contact Center's ScheduleSay goodbye to the dependence on developers. Business Hours for Twilio Flex empowers contact center supervisors to have direct control over setting normal operating hours, holidays, and emergency closures. No coding required! With a user-friendly interface available right in the Flex Supervisor desktop, you can easily configure and manage your contact center's schedule, ensuring optimal efficiency and seamless coordination across your national workforce. The locking feature ensures that updates can be made by only one supervisor at a time, maintaining consistency and avoiding conflicts. You can even set up multiple calendars for business units that have different hours of operation.
Key Features & Functionality
Flexible Business Hour SettingsCustomize operating hours for all 7 days of the week, granting supervisors the ability to adapt their contact center's schedule to meet specific business needs and customer demands.
Efficient Holiday ManagementEasily set business hours for special events like holidays, ensuring accurate messaging and seamless operations during these special occasions.
Emergency ModeActivate emergency mode with a single click to quickly handle unforeseen shutdowns, while providing customized voice and chat messages to keep customers informed as circumstances develop.
Intuitive Control and IntegrationEmpower supervisors to take full control of their contact center's schedule without the need for developer support, using a user-friendly interface, and ensuring coordination across a national workforce.
Multiple CalendarsUtilize multiple calendars to manage different business units or locations that operate on distinct schedules and time zones.
Multilingual SupportCustomize voice and chat messages not only in English, but also in Spanish, enabling effective communication and engagement with a broader customer base.
Support for IVR and ChatbotSet distinct messaging for IVR and Chatbots to ensure communication is clear. Designed for simple integration into Twilio Studio to enhance existing flows.
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