Member/User Hours
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Elegant Impala
The ability to have work hours for users so that not all users will get notifications. We want the ability to have a different user on call every other night for texting/calling.
Chris Brisson
@Elegant Impala Thanks for posting this — makes total sense for an on-call setup. A couple quick questions so we understand the workflow you’re after: when someone is outside their work/on-call hours, what should happen with inbound texts/calls (route to whoever’s on-call, leave it unassigned, or keep it visible but just don’t notify them)? For the schedule itself, are you thinking fixed hours per user, an automatic rotation (every other night), or manually setting who’s on-call for a given date range? And should these hours suppress all notifications or only certain ones (new inbound messages, missed calls, mentions/assignments), and would that need to differ by inbox/number/team?
E
Elegant Impala
Chris Brisson
- It should route/assign to whoever is on call, but still be visible in the inbox. (that would be the dream) In our ideal world, our on-call line would be in it's own inbox where every member cal see, but only the on-call person would be notified of calls/messages.
- I think fixed hours would be the easiest way to set this, but I can see a huge benefit in being able to set who is on call each day so that each user doesn't have to go in and change their work hours every day. May have 2 separate hour types (business/on-call)?
- I think the hours should show all notifications because it would be easy to just set the inbox settings to turn certain things off. In hour case, we could set our business hours for the inbox to actually be after hours. However, I think what would be most beneficial is allow the other lines to route calls or allow AI to transfer SMS conversations after a certain time on all our OTHER lines so that they will go to the on-call inbox.
- I think being able to have it set by inbox OR team would be helpful as our team grows. Right now, only one person would be on call a night, but I can see potential for an entire team to be on-call in the future.
I hope all of that made sense. 😅