Will there ever be a way to set wait times as business days not just days? Best practices on wait times in series? | Community
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Will there ever be a way to set wait times as business days not just days? Best practices on wait times in series?

  • December 14, 2022
  • 6 replies
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We are B2B so it's really challenging to set appropriate wait times without being able to do business days only. Does anyone have any rules of thumb or ways to calculate so that timing makes sense?

Best answer by Daniel M15

Thanks for clarifying @erin k​. We don't currently offer a way to change the behaviour of wait times based on the day of the week; the wait blocks will always act the same on any given day and we don't actively track the current day. Feel free to drop this into our Product Wishlist Group if this functionality is something you'd like to see in future!

    6 replies

    Daniel M15
    Employee
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    • Daniel M15Employee
    • Employee
    • December 19, 2022

    Hey @erin k​! Daniel from Customer Support Engineering here 🔧 

     

    At the moment, it's not possible to set your reply times per day, but just to share your typical reply times. Your reply time will always be the same time when shared to a user. You can of course make use of our office hours feature so your customers know when you are online. If this is something that you'd like to see implemented in the future, make sure to drop it in our Product Wishlist Group 😊

    Daniel McGovern, Customer Support Engineer @ Intercom
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    • Erin K
    • Author
    • Active User
    • December 19, 2022

    Hi @daniel m15​ - this is actually in reference to wait times in series, or using a wait block in a series. Not reply times in the messenger.

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      • Erin K
      • Author
      • Active User
      • December 22, 2022

      Hi @daniel m15 (Intercom Expert) (Intercom Employee)​ - this is actually in reference to wait times in series, or using a wait block in a series. Not reply times in the messenger - this has nothing to do with office hours or typical reply times.

      Daniel M15
      Employee
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      • Daniel M15Employee
      • Employee
      • Answer
      • December 28, 2022

      Thanks for clarifying @erin k​. We don't currently offer a way to change the behaviour of wait times based on the day of the week; the wait blocks will always act the same on any given day and we don't actively track the current day. Feel free to drop this into our Product Wishlist Group if this functionality is something you'd like to see in future!

      Daniel McGovern, Customer Support Engineer @ Intercom
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      • Sophia Cen
      • New Participant
      • May 18, 2026

      ​@petergrove where in the settings can i set business days for wait times?

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      Intercom Team
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      Hi ​@Sophia Cen, Seán here from the Fin technical support team 👋

      ​@petergrove solution here isn’t fully correct, this is currently a product limitation. Intercom Series wait blocks don’t currently support business-day-only timing. Wait blocks can only be based on a fixed time period or a specific date. If needed, you can schedule individual Series messages to send during office hours, but weekends/holidays aren’t excluded from the wait block itself. That said, we always love hearing what our customers want, and the best place to share feedback like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar request already exists, and if it does you can upvote it or add your comments. If not, you can create a new one here: Product Wishlist.

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