Business Hours

The Business Hours node branches the flow based on whether the conversation’s department is currently open. Use it to gate Transfer paths to live shifts and offer a self-service or callback alternative outside hours.

Schedule editing happens in Settings. This node only branches on the evaluation result. To create or edit schedules and holidays, see Settings → Business Hours.

Configuring the node

1. Drop the Business Hours node from the Logic category onto the canvas.
2. Open the configuration drawer. There’s no schedule picker on the node — the runtime looks up the schedule automatically (see below).

Output ports

• yes — the current moment falls inside an open block of the resolved schedule.
• no — outside hours, on a holiday, or otherwise closed.

How the schedule is resolved

The runtime evaluates “now” against the conversation’s assigned department’s business-hours group, falling back to the tenant’s default group when no department mapping exists. When neither a department group nor a tenant default is configured, the node treats the time as open (returns yes) — per the BRD’s “fail safe to open” rule.

The timezone used is the schedule’s own timezone (set in Settings → Business Hours), not the customer’s.

When to use it

• Branch between Transfer (during hours) and a callback message (outside hours).
• Adjust messaging tone or expectations based on whether a human is on the floor right now.
• Route holiday traffic to a dedicated holiday flow.

When not to use it

• You want to time-gate a specific message, not the whole branch — keep the node out and use Condition with a time-based variable instead.
• You need to evaluate against the customer’s local time, not the workspace timezone — that isn’t supported on this node today.

Notes

• Each evaluation writes a business_hours_evaluated event with the resolved within flag, for analytics and audit.
• The drawer shows a free-text Department (optional) field that is not honoured by the runtime today — the schedule is always resolved from the conversation’s assigned team, not from a value typed on the node. Tracking fix in POSTPONED_FIXES.md PF-10 .
• If you wire only the yes port (leaving no disconnected) the runtime still falls back to yes on a closed result — that’s the BRD’s fail-safe behavior. Wire both ports explicitly if you want any outside-hours branch at all.