Holiday Hours and Closures

Hi ​@Bradley Coyle 

Jennifer here from Customer Support 

I completely understand why this would be useful so I'm happy to pass this on to our Product Team and keep my fingers crossed for you 🤞

Yeah, would be amazing having a calendar here, so we can update our national holidays

This is a great idea for enhancing Intercom's scheduling features! A calendar view where businesses can easily mark specific holidays as closed or update hours would make managing customer expectations much simpler. This feature could improve clarity for users and save time when setting up holiday-specific schedules. Thanks for sharing—it’s a valuable suggestion!

Thanks ​@Bradley Coyle  for your good advice. It's precious for the intercom. This feature helps users.

Have a good day.

Yes, this is very much needed. I have tried setting clear expectations by adding national holidays to a “Contact support” page in our Help Desk and also setting guidance for Fin to refer to this article. But hasn’t been successful yet. 

This would be a very helpful feature. Hope it will be implemented soon.

Even adding these dates manually would be a good solution, because it’s not necessarily only during holidays the team might be unavailable. 

As the holiday season is approaching, this topic is becoming relevant again. Any updates on this from Intercom?

Upvoting! ☝🏼

Upvoted! It would be really helpful to have a more flexible way to plan office hours in advance, rather than doing it week by week and constantly setting reminders to check them. For example, some weeks we might be closed for a few hours due to an internal training day, a monthly meeting, or similar events. It would be great to be able to adjust both the date and time in a calendar view, allowing us to plan and set the schedule for the entire month, for example. 😄

Upvoted!
Having more control over opening hours (public holidays, company holidays or, as already mentioned, training days with planned reduced availability) is essential for us and is URGENTLY needed.

Please put it on the roadmap 🙏🏼
Thank you!

Hey people, Christmas and the end of the year is coming.

As in many other companies, we also have company holidays during this period and many people in the team are on vacation, which means that generally only a very small number of employees are working to deal with the most essential tasks.
During this time, however, you would have to manually edit the "Office Hours" every week to correctly display the team's availability with regard to holidays, company vacations, or even public holidays.

I miss the option of having a calendar directly in Office Hours where I can enter at the beginning of the year which days the team will not be working, even if it would theoretically be during "regular" office hours.

For example, our office hours are Monday to Friday, 9 a.m. to 5 p.m. However, Monday is a public holiday. A customer who writes to us on Sunday would now receive the information that the team will respond on Monday, even though the team will not be working at all due to the public holiday.

If you set this specific Monday as a holiday in a calendar beforehand, it will automatically be skipped in "Team will answer on: X" and the customer will be shown that the team will respond on Tuesday because Monday is a holiday.

Especially with a globally distributed customer base, customers are often unaware that it is actually a public holiday in the company's country, for example, which sometimes leads to frustration as to why they did not receive a response earlier.
In Messenger, we already use the "Special Notice" feature, and we have also added a note to our auto-response email. As usual, such notes are often overlooked in Messenger, which is why an additional note in the information about when the team will be back would be really helpful.

Very much needed, we only have 1 office but 2 weeks of closing a year + the public holidays. This is essential 

Hi everyone! Glad to see this is being discussed. What’s everyone doing as a workaround in the meantime? Right now I’ve set up two separate workflows and just toggle them on/off during holidays—curious if anyone’s handling it differently.

Ive been adjusting opening hours as and when appropriate - doing it in 7 day cycles, to make sure the future 7 days are always accurate to scheduled opening hours. 

Awesome! Thank you for the implementation. This demonstrates that Intercom truly responds to the needs of its customers. Keep up the good work 👍

Product Update - February (Holiday Office Hours)

When will it be accessible for all users?

Oh, that looks amazing!! So happy to see this finally being implemented! 🙌🏻

Will this be configurable per brand?

Is there any update on this subject?

I just got an update from our account manager that this will be available Tuesday the 17th!

Good news! Our product team just released the feature requested above. 🎉

For more details please check our this help article. 

As always we appreciate your feedback!