Prerequisites
- Admin access in Sookly.
- Confirmed support schedule and timezone.
Steps
- Open Settings → Business Hours.
- Set workspace timezone and standard weekly schedule.
- Configure after-hours behavior and customer-facing fallback text.
- Add holiday overrides for planned closures.
- Validate behavior in active and inactive windows.
What success looks like
- Availability state reflects real working hours.
- Customers receive clear expectations outside service windows.
- Agents follow a consistent coverage policy.
Common issues and fixes
Issue: Availability appears open outside working hours.
Fix: Review timezone and holiday exceptions, then re-test with a fresh session.
Issue: After-hours messages are inconsistent across channels.
Fix: Check channel-level fallback behavior and align wording.