Use the Holidays feature to define non-working days for your support or service teams. These settings help ensure conversations are routed appropriately during national holidays, company shutdowns, or custom off-days—either by pausing agent assignments or triggering alternate flows (e.g., after-hours routing).

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Managing Holidays

  • Create Named Holiday Lists: Organize holidays under categories like “US Holidays” or “Regional Office Closures.”
  • Add Individual Holidays: Specify the holiday name, date, and duration (full day or partial).
  • Delete Holidays: Remove outdated or incorrect entries at any time.
Once defined, holidays can be linked with Business Hours and Queues to automatically control agent availability and routing logic.

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Example Use Case

If July 4 is marked as a full-day holiday:
  • Agents in that holiday group will be considered unavailable.
  • Calls or chats routed to their queue may follow the fallback path set in your flow.