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Documentation Index

Fetch the complete documentation index at: https://docs.usehatchapp.com/llms.txt

Use this file to discover all available pages before exploring further.

It is recommended that a manager-level user set up Organization-Level Business Hours before configuring workspace-level business hours. Workspaces can inherit from the organization, which keeps things consistent and reduces repeated setup.
Workspace-Level Business Hours

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Accessing business hours settings

Go to Workspace Configs and click the General tab. The Business Hours section is below the General section on the same page.

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Setting your hours

At the top of the Business Hours section, a dropdown lets you choose where this workspace’s hours come from:
  • Your organization’s name — the workspace inherits hours from your organization’s settings. Any changes to org-level hours will automatically apply here.
  • Another workspace — inherit hours from a specific workspace that uses custom hours. Only workspaces with custom hours set appear in this list.
  • Custom Hours — set hours specific to this workspace, day by day.
When Custom Hours is selected, you’ll see a row for each day of the week. Toggle a day on to mark it as open and set the open and close times. Toggle it off to mark it as closed.

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After-hours auto-reply

Below the day rows, the After Hours section controls what happens when a contact messages outside your business hours. A second Inherit From dropdown lets you choose the source for after-hours behavior — your organization, another workspace, or a Custom Response specific to this workspace. When Custom Response is selected:
  • Toggle Send SMS on to automatically reply to contacts who text outside business hours.
  • Write the message you’d like to send in the text field. You can use snippets (like [[Contact First Name]]) to personalize the reply.

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Saving changes

Click Save to apply your changes. Click Cancel to discard them. You must have Manager permissions to edit business hours.