Summary
Setting your working hours in WATI ensures that customers receive timely responses while helping you maintain a work-life balance. With WATI’s automation feature, you can define your availability, set up automated replies for off-hours, and manage customer expectations efficiently. This guide walks you through how to configure your working hours in WATI.
Instructions
Changing Your Time Zone
Before setting up working hours, make sure your account time zone is correctly configured to avoid discrepancies in scheduling. Your working hours will follow the selected time zone.
Where to Find the Working Hours Settings
Log in to your WATI Team Inbox.
Navigate to the Automation section.
Click on Default Action.
Select the green SET WORKING HOURS button.
A pop-up window will appear, allowing you to configure your working hours and availability settings.
Configuring Working Hours
1. Holiday Mode
Enable Holiday Mode if you’re unavailable for an extended period.
When enabled, WATI will send an out-of-office reply to all incoming messages.
To disable Holiday Mode, simply uncheck the option.
2. Defining Your Working Hours
Set your working hours for specific days.
You can configure multiple working periods within a single day by clicking the + (plus) button.
Use the open-close toggle to mark days when your business is closed (e.g., weekends).
3. Time Format
WATI uses a 24-hour format (00:00 to 23:59).
Ensure correct input. Example:
Correct: 09:00 to 18:00 (for a typical workday)
Incorrect: 09:00 to 09:00 (overlapping timeframes are not valid)
If your business operates past midnight, split working hours appropriately.
Example: 09:00 to 23:59, then add another slot 00:00 to 08:59.
Frequently Asked Questions (FAQs)
General Questions
Why is it important to set working hours in WATI? → Setting working hours ensures customers receive timely responses during your availability and helps manage their expectations with automated replies during off-hours. It also helps you maintain a healthy work-life balance.
Can I set different working hours for different days? → Yes, you can configure specific working hours for each day of the week. You can also mark certain days as closed (e.g., weekends) using the open-close toggle.
What happens if I don’t set working hours in WATI? → If working hours are not set, WATI will not be able to send automated replies during off-hours, which may lead to delayed responses and unmet customer expectations.
Time Zone and Scheduling
Why do I need to set the correct time zone before configuring working hours? → Your working hours are based on the time zone set in your account. An incorrect time zone may result in mismatched availability and automated replies being sent at the wrong times.
How do I change my account’s time zone? → To change your time zone, go to your account settings and update the time zone field. Ensure this is done before setting your working hours.
Configuring Working Hours
How do I enable Holiday Mode? → In the Working Hours settings, check the "Holiday Mode" option. When enabled, WATI will send an out-of-office reply to all incoming messages until you disable it.
Can I set multiple working periods in a single day? → Yes, you can add multiple working periods for a single day by clicking the + (plus) button. For example, you can set 09:00–12:00 and 13:00–18:00 for a lunch break.
What time format does WATI use for working hours? → WATI uses a 24-hour format (00:00 to 23:59). Ensure you input the correct time ranges to avoid errors.
What should I do if my business operates past midnight? → If your business operates past midnight, split your working hours into two slots. For example, set 09:00–23:59 and 00:00–08:59 to cover the entire operational period.
Automation and Customer Experience
What kind of automated replies are sent during off-hours? → During off-hours, WATI sends a pre-configured message to inform customers that you are currently unavailable and will respond during your working hours.
Can I customize the automated reply message? → Yes, you can customize the automated reply message in the Automation section of your WATI Team Inbox.
Will customers know when I’ll be available again? → If you’ve configured your working hours correctly, customers will receive automated replies indicating your availability, helping them know when to expect a response.