--- title: "Set up your Date/Time Rule: Recommended workflow" slug: "set-up-your-datetime-rule-recommended-workflow" tags: ["Area - Contact Center Pro", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Type - Commercial", "Type - Residential"] updated: 2026-05-19T07:59:05Z published: 2026-05-19T07:59:05Z --- > ## 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. # Set up your Date/Time Rule: Recommended workflow ## Overview The *Date/Time Rule* ensures customer interactions are routed to available agents during business hours, optimizing staffing and aligning availability with customer needs. To understand the basics of the *Date/Time Rule*, see [Date and time rules overview](/v1/docs/date-and-time-rules-overview). [Set up your Date/Time Rule: Recommended workflow Video](https://fast.wistia.net/embed/iframe/04xc06ie6y?web_component=true&seo=true&videoFoam=false) --- ### #### 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 workflows in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro). ![Go to the Routing Workflows screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-m6fjqow2.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. ## Primary use cases - **Standard business hours**: Use the *Main Branch* with [Custom Day/Time](/v1/docs/date-and-time-rules-overview#branch-types) rules to set weekly operating hours. Add separate schedules for specific needs like lunch breaks. - **Holidays, closures and recurring events**: Configure *Exceptions* using [Preset Day/Time](/v1/docs/date-and-time-rules-overview#branch-rule-types) rules for recurring events (e.g., holidays) or [Custom Day/Time](/v1/docs/date-and-time-rules-overview#branch-rule-types) rules for one-time events (e.g., emergencies). Redirect calls to voicemail or automated messages. - **Holidays**: If you usually close at 5 PM but plan to close at noon on Christmas Eve, create an exception from 12 PM–5 PM and route calls to your answering service. Use the *Yearly* option to make it recur annually. - **Closures and recurring events**: If you're normally open Tuesdays from 7 AM–5 PM, but have a team meeting every first Tuesday of the month from 7–9 AM, create a *Monthly* exception for that time and route calls to the appropriate forwarding number. - **After-hours management**: Leverage the *Any Other Time* branch to handle calls outside business hours. Route to voicemail, night-shift teams, or external call centers. > [!TIP] > **Tip:** Use Preset Day/Time rules for commonly recurring schedules and Custom Day/Time rules for specific or ad-hoc needs to streamline setup and ensure flexibility. ## Set up your Date/Time Rule The *Date/Time* rule feature offers complete flexibility, allowing you to customize settings to your preferences. Follow these recommended steps to configure it: 1. [Step 1: Add the Date/Time Rule module to your workflow](/v1/docs/set-up-your-datetime-rule-recommended-workflow#step-1-add-the-datetime-rule-module-to-your-workflow) 2. [Step 2: Set your Main Branch rules](/v1/docs/set-up-your-datetime-rule-recommended-workflow#step-2-set-your-main-branch-rules) 3. [Step 3: Set your Exceptions rules](/v1/docs/set-up-your-datetime-rule-recommended-workflow#step-3-set-your-exceptions-rules) ## Step 1: Add the Date/Time Rule module to your workflow 1. In a routing workflow, click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png) to select a routing module. ![Step 1: Add the Date/Time Rule module to your workflow](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-uvik4a3e.png) 2. On the new pop-up that opens, click **Date/Time Rule**. ![Click Date/Time Rule on the pop-up](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-2xlsf224.png) 3. On the Date/Time Rule flyout that opens, enter the **Date/Time Rule Name** (optional). 4. Click the **Time Zone** dropdown to specify your time zone. ![Click the Time Zone dropdown to specify your time zone](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-fbrqct93.png) 5. Configure your *Main* and *Exceptions* branches. For more, see [Step 2: Set your Main Branch rules](/v1/docs/set-up-your-datetime-rule-recommended-workflow#step-2-set-your-main-branch-rules). ## Step 2: Set your Main Branch rules 1. In the *Main Branch* section, click **Add Days/Times**. ![In the Main Branch section, click Add Days/Times](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-ljik9rjq.png) > [!TIP] > **Tip:** Click **Add Custom Label** to name your branch. 2. In the *Day/Time 1* section, select **Custom Day/Time** to configure your *Weekly* business hours. For more information about the available rule options, see [Branch rule types in Date/Time Rules](/v1/docs/date-and-time-rules-overview#branch-rule-types). 3. From the *Repeats* dropdown, select **Weekly**. 1. Select the days of the week you want to include. 2. Enter the **From** and **To** time. ![Select the days of the week you want to include](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-6i2pzx9w.png) 4. (Optional) Click **Add Another Day/Time** to include different sets of business hours. **Example**: *You can create a separate rule to route calls during your CSR's lunch break and then revert to the main rule once they return.* 5. When finished, click **Done**, and then **Save**. ![Custom Dat/Time 2](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-prga9z67.png) > [!TIP] > **Tip:** After configuring your Main Branch rules, hover over the branch to view its schedule. ![Hover over the Main Branch](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-25dfgqlz.png) ## Step 3: Set your Exceptions rules Exceptions should be used when you want the rules to route differently during particular days and/or times. For example, if you close early on Christmas Eve or have a monthly staff meeting, use Exceptions. They take priority over *Main Branch* and *Any Other Time* settings. To add exceptions: 1. In the *Date/Time* section, click **Add Exceptions**. ![Step 3: Set your Exceptions rules](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-leyiwt3j.png) 2. In the new *Exceptions* box that opens, click **Add Days/Times**. > [!NOTE] > **Note:** You can name your branch by clicking **Add Custom Label**. ![Add Exception days and times](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-dh4y9t86.png) 3. In the *Day/Time 1* section, select **Preset Day/Time** to add the holiday hours that [you pre-configured in settings](/v1/docs/date-and-time-rules-overview#branch-rule-types). ![In the Day/Time 1 section, select Preset Day/Time to add the holiday hours](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-2fu0j8bp.png) 4. When finished, click **Done**, and then **Save**. ![Once Exception rules are configured, click Save.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-5u8u4242.png) > [!TIP] > **Tip:** After configuring your Exceptions, hover over the branch to view its schedule. ![Hover over the Exception rules](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-on6c0jvz.png) ## Edit or delete Date/Time rules You can edit or delete the *Date/Time* rules you created at any time within a routing workflow. 1. Navigate to your routing workflow screen and click **Date/Time Rule**. 2. In the flyout that opens, view your branches and their respective *Days/Times* rules. ![view your branches and their respective Days/Times rules](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-datetime-rule-recommended-workflow-image-tsprsnr1.png) 3. Click **Edit Days/Times** to adjust the schedule. 4. Click **Delete**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-delete.png)****to remove it. ## 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)