Support hours node

Route calls differently during and outside your defined support hours using the Support hours node in an ilert call flow.

The Support hours node branches a call flow based on your defined support hours, so callers reach the right destination depending on whether they call inside or outside of working hours — for example a live responder during the day and a voicemail at night.

Select your support hours

1. (Optional) In the Optional title field, enter a name to label the node on the canvas (e.g., “Business hours”).
2. From the Choose support hours dropdown, select an existing support-hours definition. The node will evaluate each call against this definition's schedule and time zone.
3. If you just created a new definition and don't see it yet, click the refresh icon next to the dropdown to reload the list.

Support-hours definitions are created and managed under Alerting → Support hours. See Support hours for details on defining schedules, holidays and time zones.

Support hours node configuration

Branches

The Support hours node adds two branches to the flow. Click the + icon under each branch to define what happens next.

Branch	Taken when
During support hours	The call arrives inside the selected support hours.
Outside support hours	The call arrives outside them.

The node adds a "During support hours" and an "Outside support hours" branch

Example

A typical business-hours flow:

• During support hours → Route call to the on-call schedule, then Create alert.
• Outside support hours → Voicemail, then Create alert so the recording reaches the team.

FAQ

Which time zone is used to decide the branch? The time zone configured on the selected support-hours definition. Update it under Alerting → Support hours.

Can I use the same support hours in more than one call flow? Yes. A support-hours definition can be referenced by multiple Support hours nodes across different call flows.

Can I nest support hours (e.g. business hours vs. extended hours)? Yes. Add another Support hours node on one of the branches to create a second, more specific time-based split.