--- title: "Date and time rules overview" slug: "date-and-time-rules-overview" updated: 2026-04-25T01:25:17Z published: 2026-04-25T01:25:17Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Date and time rules overview ## Overview The *Date/Time Rule* streamlines call routing by customizing schedules and exceptions. It lets you define main business hours, set exceptions for holidays or closures, and apply fallback rules for any other unspecified times, ensuring seamless operations and optimal resource management. --- ### #### Who uses this feature - Administrators - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - This feature requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *Edit Routing Workflows* permission is required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Date/Time Rules are created when configuring the routing workflows for your contact center. To create or edit a routing workflow, go to **Settings**![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> Routing Workflows**. For more, see [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro). ![Routing Workflows tab](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-lq1eh927.png) - You can save the routing workflow editor at any stage, even if the flow isn't complete. You can return later to complete your edits. ## Benefits - With the *Date/Time Rule*, you can ensure customer interactions are only routed to available agents during your defined operating hours. - By setting up exceptions for holidays or special closed hours, you can avoid routing customers to unavailable agents. Provide automated messages or alternative contact options, ensuring customers are informed about your availability without additional effort on your part. - The *Any other time* setting acts as a safety net for times when your contact center isn't configured, allowing you to maintain a consistent customer experience by redirecting interactions to voicemail, automated systems, or other fallback options. - If your business operates across multiple time zones, the *Date/Time Rule* helps align routing with agent availability. This enables continuous support by routing interactions to the right teams based on the schedule, ensuring seamless service for customers regardless of location or time. ## Create a Date/Time Rule within a routing workflow Date/Time Rules are created when configuring the routing workflows for your contact center. For more information, see [Set call routing workflows in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro). To create a Date/Time Rule within a routing workflow: 1. [Create a routing workflow](/v1/docs/set-call-routing-rules-in-contact-center-pro) or click **Edit**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png)****next to an existing workflow. 2. Click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png)****to select a routing module, if you need to split your workflow by date or time. ![Click Add to select a routing module](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-20f1knxm.png) 3. On the new pop-up that opens, click **Date/Time Rule**. ![On the pop-up, select Date/Time Rule](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-fvqidws7.png) ## Branch types After you select the **Date/Time Rule** option, you can configure the rules based on your business schedule. The three branch options—*Main Branch*, *Exceptions*, and *Any Other Time*—allow you to customize your call handling to align with your operational schedule. ![Main Branch, Exceptions, and Any Other Time branch options](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-j4j4ue21.png) #### Main Branch The *Main Branch* is designed for managing customer interactions during standard business hours. It allows you to determine call-handling processes aligned with your regular operating schedule. **Primary use case:** - **Open hours**: Set the time frames for regular business hours, and then specify the routing rules, such as transferring calls to specific queues or forwarding numbers. To set up your *Main Branch* rules, click **Add Days/Times** in the *Main Branch* section. ![Main Branch in Date and Time rules](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-jrf63mpa.png) #### Exceptions The *Exceptions* branch allows you to specify time periods that differ from your regular business schedule, such as holidays, early closures, or team training sessions. This branch lets you override standard hours with customized rules. **Primary use cases:** - **Public holidays:** For holidays such as Christmas or Thanksgiving, configure an automated message to inform callers about the closure and redirect calls to voicemail. - **Special events**: During a company-wide meeting, redirect calls to voicemail or an off-site answering service. - **Unplanned closures:** Handle emergencies or unexpected shutdowns by setting up an emergency notification for customers. To set up your *Exceptions* rules, click **Add Days/Times** in the *Exceptions* section. ![Exceptions in Date and Time rules](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-srh306c9.png) #### Any other time The *Any other time* branch is a fallback option for managing customer interactions outside the defined *Main Branch* hours or *Exceptions*. It ensures no customer query is left unaddressed. **Primary use cases:** - **24/7 support:**Implement rules for managing interactions outside your defined business hours or exceptions, such as routing calls to a night-shift team or an external call center. - **After hours:**Trigger an automated message that shares business hours and encourages callers to leave a voicemail. ## Branch rule types Both *Main Branch* and *Exceptions* have the same rule types – *Custom Day/Time* rule and *Preset Day/Time* rule. #### Custom Day/Time Configure specific days and times that apply exclusively to the current workflow. This rule is ideal for handling unique or non-recurring scheduling needs in a particular scenario. To configure this, select **Custom Day/Time** in the *Day/Time* section and [select your rule recurrence type](/v1/docs/date-and-time-rules-overview#rule-recurrence-types). ![Main Branch Day/Time rules - Weekly](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-kj1x3lpp.png) #### Preset Day/Time Create reusable time groups that you can use across multiple workflows. This rule is best suited for managing recurring holidays, annual events, or regularly scheduled special days. To create *Preset Day/Time* groups: 1. Go to **Settings**![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> Routing Workflows > Preset Days/Times**. 2. On the *Preset Days/Times* screen, click **Create Group**. ![On the Preset Days/Times screen, click Create Group](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-23fkli4h.png) 3. On the Create Group pop-up that opens, enter your **Preset Day/Time group name**. 4. In the new box that opens, click **Add Item**. 5. Enter a name in the *Item Name* field. 6. [Select your rule recurrence type](/v1/docs/date-and-time-rules-overview#rule-recurrence-types) from the *Repeats* dropdown. ![Select Weekly as your rule recurrence type from the Repeats dropdown](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-1w7nxqms.png) After setting up the Preset Day/Time rule, you can use it in your routing workflows. ![Select Preset Days/Times - Closed Hours](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-0lpif5i8.png) > [!NOTE] > **Note:** These rules don't have a specific timezone assigned, as they automatically adopt the timezone of any workflow they are applied to. This flexibility allows the same rule grouping to function seamlessly across multiple timezones and workflows. ## Rule recurrence types When configuring your *Custom* or *Preset Day/Time* rule types, you're prompted to select the recurrence type. The *Repeats* dropdown lets you define how often a rule should recur. You can select the following options: - Weekly - Monthly - Yearly ![Main Branch Day/Time rules - Weekly](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-7cv04oqo.png) #### Weekly Select **Weekly** to specify the days of the week and the start/end time the Day/Time rule should repeat. 1. Select the days of the week you want to include. 2. Enter the **From** and **To** time. ![Select Weekly to specify the days of the week and the start/end time the Day/Time rule should repeat](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-6gfk01rx.png) > [!TIP] > **Tip:** You can also select **All Day** for the rules to always take calls during the specified weekdays. #### Monthly Select **Monthly** to set a specific date or day of the week for the month, along with the start and end times, for the Day/Time rule to repeat. Specify how the rule should reoccur: - Select **On specific date** to choose a specific day of the month. - Select the specific day of the month from the **Date** dropdown. - Enter the **From** and **To** time. ![Select On specific date to choose a specific day of the month](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-94yd0p10.png) - Select **On day of week** to set the rule to repeat on a specific day of the week within a particular week of the month. - Select the **Week of month** (First, Second, Third, Fourth, Last) and the **Day of week** (Monday, Wednesday, etc.). - Enter the **From** and **To** time. ![Select On day of week to set the rule to repeat on a specific day of the week within a particular week of the month](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-hfy4uj8r.png) #### Yearly Select **Yearly** to set a specific date or day of the week for the specified month, along with the start and end times, for the Day/Time rule to repeat. Specify how the rule should reoccur: Select the month of the year from the **Select Month** dropdown. - Select **On specific date** to choose a specific day of the year. - Select the specific day of the month from the **Date** dropdown. - Enter the **From** and **To** time. - Select **On day of week** to set the rule to repeat on a specific day of the week within a particular week of the month. - Select the **Week of month** (First, Second, Third, Fourth, Last) and the **Day of week** (Monday, Wednesday, etc.). - Enter the **From** and **To** time. ![Select the specific day of the month from the Date dropdown](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-3o75tmvx.png) > [!NOTE] > **Note:** When configuring your *Main Branch* or *Exceptions*, you can add multiple schedules by clicking **Add Another Day/Time**. This allows you to include several business or closed hours in a single workflow. ![Add multiple schedules by clicking Add Another Day/Time](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-and-time-rules-overview-image-j5jbgxsy.png) Check our [Set up your Date/Time Rule: Recommended workflow](/v1/docs/set-up-your-datetime-rule-recommended-workflow) article for a detailed guide on configuring your *Date/Time* rules effectively. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro)