Business Hours Handling
Updated
Journey facilitator now supports business hours handling for sending messages. This support ensures that all the messages within the journey are sent within the business hours selected in the journey configurations. It is quite essential to not nudge the users out of business hours in order to maintain a supreme customer experience.
Use case of the feature: A brand XYZ deploys a journey to send out whatsapp messages to a 100k users at 5:55 pm IST. If the business hours specified are 11:00 am to 6:00 pm, the notifications will only be sent upto 6:00 pm the remaining users will automatically get the notification next day starting 11:00 am.
To create and save business hours
Open a new tab in Sprinklr platform. Under Governance Console, click All Settings within Platform Setup.
Select Manage Customer from the options on the left-hand side and search and select Business Hours from the list of options
In the top right corner of the Business Hours screen, click Add Business Hours.
Enter the basic details for your Business Hours configuration including a unique Name and an optional Description.
Business Holidays are official holidays when your business is closed for the day. You can add multiple holidays to your business hours. All holidays will be treated as outside the business hours.
Note that the Timezone selected in Business Hours will override the timezone selected in Holiday List.
Under Share, you can select one or more Workspaces and User Groups with whom you want to share these business hours.
Under the Set Business Hours section, choose a Time Zone for your configuration. The hours that you fill in will be configured according to the local time as per the selected timezone.
In the Time Range calendar, set your business hours for days of the week. Hover over a selection to make changes to the selected business hours
Once you are satisfied with your configuration, click Save to create your business hours.
Choose Business hours while creating a journey
Create a new journey in the Journey Facilitator module.
Under the Delivery settings, choose your desired Business hours defined.
Note: If you have defined a journey start and end time in such a way that it lies in non-business hours, the messages will not trigger. This will happen as Business hours take precedence over the time between Start and end journey time.