Work Schedules Overview

Work Schedules control when your chat is available and when agents are expected to be online. When a team or agent is outside their scheduled hours, Velaro can automatically send visitors to an offline message, a bot, or simply keep chat open — depending on your configuration.

Go to Settings → Work Schedules to create and manage schedules.

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How Schedules Work

Each schedule has:

• Shift hours — one or more time windows (e.g. Mon–Fri 9am–5pm)
• Assigned teams or agents — who this schedule applies to
• After-hours action — what happens when a chat arrives outside shift hours (None, Offline Message, or Bot)
• Priority — which schedule wins when more than one could apply
• Date range — optional start/end dates for temporary or holiday schedules

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Schedule Priority

When multiple schedules overlap (e.g. a regular Monday schedule and a Christmas Day closure both cover December 25), Velaro uses priority to decide which one applies.

Lower priority number = higher precedence.

Example: Your normal "Business Hours" schedule has priority 100. You create a "Christmas Day Closed" schedule with priority 1 that covers December 25 only. On December 25, the Christmas schedule wins.

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Date-Range Overrides (Holiday Schedules)

You can create a schedule that only applies during a specific date window — and automatically deactivates after it ends.

To create a holiday or temporary schedule:

1. Go to Work Schedules and click + New Schedule

2. Name it (e.g. "Christmas Week Reduced Hours")

3. Under Priority & Date Override, set Priority to a number lower than your regular schedule (e.g. 5)

4. Set Active from and Expires after to your holiday window

5. Add the shift hours that apply during this window

6. Assign the relevant teams or agents

7. Click Save

After the expiry date, the schedule automatically deactivates and your regular schedule resumes. You do not need to manually remove it.

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Rollback a Schedule Change

All schedule changes are saved as a unit. If you make a mistake:

• Before saving: click away or refresh — unsaved changes are discarded
• After saving: re-open the schedule, adjust the shift hours back, and save again

If you want to temporarily suspend a schedule without deleting it, use the Enabled toggle at the top of the schedule editor. Disabled schedules are ignored by the routing engine but preserved for reuse.

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Ask Moshky to Set Up a Schedule

You can describe your schedule in plain English and Moshky will configure it for you:

> "Set up a holiday closure for December 24–26. No chat during those days. Regular hours resume December 27."

> "Create a reduced-hours schedule for summer — Monday through Friday, 10am to 3pm, from June 15 to August 31. It should override our normal schedule."

> "We have a team called Support East. They work Monday to Friday 8am–4pm Eastern. Set that up as a schedule."

Moshky will create the schedule with the correct priority, date range, and shift hours and save it immediately.

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Interaction with Chat Availability

The Chat Availability toggle on your Deployment settings controls whether the deployment uses schedules at all:

• On (24/7): chat is always available — schedules are ignored for availability purposes
• Off (Scheduled): chat follows your work schedules — teams outside their shift hours trigger the after-hours action you configured

Individual Workflows can further override availability for specific pages, visitor segments, or channels, and take precedence over this deployment-level setting.

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Common Scenarios

Scenario: Close chat for a public holiday

• Create a new schedule named "Public Holiday"
• Priority: 1, Active from/to: the holiday date
• Add no shifts (zero shift hours = always closed during the window)
• Assign all teams
• Save

Scenario: Extended hours for a product launch

• Create "Launch Week Hours" with priority 10
• Date range: launch week only
• Add shifts covering evenings and weekends
• Assign the launch support team

Scenario: Different hours for a specific team

• Create "US West Coast Team" with priority 100 (normal)
• Add Mon–Fri 11am–7pm shifts (Pacific time)
• Assign only the West Coast team
• Their after-hours action: "Bot" (bot handles chats when they're offline)