Rules conditioned on 'Outside Business Hours'

Hi,

Within the rules it is possible to condition a rule based on being 'Inside Business Hours' and/or 'Outside Business Hours', which are then also split up by 'Holidays' and 'Outside Holidays'.

What we're looking for is a way to setup a rule conditioned on being 'Outside Business Hours' and then looks at wether or not the channel is setup on 'Holidays' or 'Outside Holidays' hours.

Because when I setup a rule like the image below it's always meeting one of the two conditions when the time is past our opening hours 'Outside Holidays', which are smaller then our opening hours for 'Holidays'.

So what I'm looking for is a way to be able to setup a rule like this:
"when (business hours = [outside holidays] and is outside business hours [outside holidays] = true) or (business hours = [holidays] and is outside business hours [holidays] = true) then"

Perhaps there is a way to walk-a-round this questions i'm seeing. Otherwise we'd be looking forward to this being an option in the platform. As we now have it set on meeting one of these conditions, forcing us to change multiple rules when there is a shift between 'Holidays' and 'Outside Holidays'.

Kind regards,

Tjerk

 

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  • Tjerk Voortman Thank you for your question. As this is quite a complex situation, I want to make sure I understand you correctly before advising. Are you currently trying to have multiple sets of business hours set up for each channel? ie. standard business hours AND holiday business hours for each channel?

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    • Daniela Backman , I simply want the platfrom to notice wether or not the our current business hours are setup as 'Holiday' or 'Outside Holiday'. If you see the conditions below both are working. But if you see the conditions I set in the original message it's flawed.

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      Let's say our opening hours on 'Holidays' are 09:00 to 23:00, and our opening hours 'Outside Holidays' are 12:00 to 22:00. And we're having to rules setup like below it's always triggerd between 09:00 and 12:00, and 22:00 and 23:00 despite the channel being setup on 'Holiday' or 'Outside Holiday' hours.

      So we're mainly looking for a way to setup the 'Rules' like this, not looking for a way to having multiple sets of opening hours. I hope this clarifies the issue were having?

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      • Daniela Backman
      • Customer Success Manager
      • Daniela_trengo
      • 4 mths ago
      • Reported - view

      Tjerk Voortman Thanks for clarifying, I see now what you mean. To understand the full picture, what action do you want for this rule? Do you want to have a different auto reply based on these business hours?

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