Get business schedule by ID

Admins set business schedules in the Kustomer admin settings, usually one per support region or team. Exactly one schedule is the org's default (default: true). Making another schedule the default, on create or update, clears the flag on the old one. Deleting a schedule is a soft delete: the response returns it with deleted: true and deletedAt, and it stops being the default.

Hours and time zone

hours has one key per weekday, "0" for Sunday through "6" for Saturday. Each day is either null (closed all day) or a list of [start, end] intervals in minutes after local midnight, from 0 to 1440. Intervals must be sorted, can't overlap or touch, and must end after they start. A Monday to Friday, 8:00 to 17:00 schedule looks like this:

{ "0": null, "1": [[480, 1020]], "2": [[480, 1020]], "3": [[480, 1020]], "4": [[480, 1020]], "5": [[480, 1020]], "6": null }

Split shifts are just more intervals, such as [[480, 720], [780, 1020]]. timezone is an IANA time zone name such as America/New_York, so the hours follow local time, including daylight saving changes.

Holidays

Holidays are separate objects attached to a schedule. Each has a name, description, startDate, endDate and enabled. Enabled holidays count as closed time even when they fall inside the weekly hours, and disabled ones are ignored. Holidays aren't returned by default: add include=holidays to the read endpoints and they appear in the top-level included array, each linked back to its schedule.

How schedules affect SLAs, routing and automation

• SLAs. An SLA can count time in calendar hours (around the clock) or business hours. With business hours, deadlines only advance while the schedule is open and pause outside hours and on holidays. An SLA can name a specific schedule; otherwise the default schedule applies.
• Business-time metrics. The default schedule is what Kustomer uses for business-time measurements, such as the businessTime totals on routing work sessions and conversation timing.
• Chat. Chat availability follows a business schedule, the org default unless chat settings choose another.
• Workflows. The inBusinessHours function and the in_business_hours criteria operator check a date against a schedule ID.

Which endpoint to use

PUT replaces the schedule: send name, all seven days of hours, timezone and default every time, using null for closed days. Business-hour calculations elsewhere in Kustomer may take a short time to pick up a change.