Schedules and time off
Define your recurring availability and one-off time-off so Informly stops routing chats to you when you're not working.
Manual presence toggles work fine for a single shift, but if you have a predictable weekly schedule it's easier to tell Informly once and let it handle the rest. Schedules cover recurring working hours; time-off handles holidays, sick days, and one-off PTO.
Go to Live Support → My schedule to set both.
Recurring weekly availability
A schedule rule says "I'm available on this day of the week, between these hours, in this time zone." Most agents have one rule per workday.
Pick a day
Choose a day of the week. You'll add separate rules for each day you work.
Set start and end times
Use the time pickers — for example 9:00 to 17:00. Times are local to the time zone you pick next.
Pick the time zone
Set the time zone the hours are in. If you travel, update this when you move.
Save
The rule appears in your schedule list. Repeat for every day you work.
You can have multiple rules for the same day if your schedule has a break — for example 9–12 and 13–17 to carve out a lunch hour during which you don't take chats.
One-off time off
For a single PTO window, a sick day, or a holiday, add a time-off entry.
| Field | What goes in it |
|---|---|
| Start date | First day you're off. |
| End date | Last day you're off (inclusive). |
| Note | Optional. A short reason — "Vacation", "Conference" — visible to your team. |
Time-off doesn't repeat. For annual holidays you'll add a new entry each year.
How it interacts with manual presence
During scheduled-off hours and time-off windows, Informly treats you as offline regardless of what your manual online/offline toggle says. That's deliberate — it prevents you from being paged on vacation just because you forgot to flip the switch.
If you do need to come online during an off window (covering an emergency, say), you can override by toggling Online manually. The override only lasts as long as your session.
Manual toggles override schedules in the "let me on" direction but not the "let me off" direction. You can't accidentally appear available during time off.
Coverage across a team
Schedules are most useful when you pair them with Departments. If everyone on the Billing team sets their schedule, the routing system can pick whoever is on shift right now without you doing anything per-chat.
Common patterns:
- Follow-the-sun support. Agents in different time zones set complementary schedules so coverage rolls around the clock.
- Backup rotation. Set everyone's normal schedule, then a lead adds a time-off entry to signal someone else is covering.
- Predictable lunches. Stagger lunch breaks across the team so the queue never has zero people on it.