Shifts and Scheduling

Creating shifts, assigning team members, and configuring fallback behavior.

Shifts determine who receives calls and when. The system uses your shift schedule to decide which staff members to ring when a call comes in.

Creating a shift

Go to the Shifts page and click Add Shift. For each shift, you will set:

• Name — a label like “Morning Shift” or “Weekend Coverage”
• Days of the week — which days this shift repeats on
• Start and end times — when the shift begins and ends each day
• Assigned staff — which team members are on this shift

Use the searchable dropdown to add multiple staff members to a single shift.

How shift routing works

When a call comes in, the system checks which shift is currently active. All staff members assigned to that shift are rung simultaneously — this is called parallel ringing. The first person to answer gets the call.

If a staff member has turned on break mode, they will not be rung even if they are assigned to the active shift.

Recurring schedules

Shifts repeat automatically on the days you select. You do not need to recreate them each week. If you need to make a one-time change, edit the shift temporarily and change it back later.

Fallback group

At the bottom of the Shifts page, you can configure a Fallback Group. These are staff members who will be rung when:

• No shift is currently active
• The active shift has no available staff (everyone is on break or offline)

Think of the fallback group as your safety net — it ensures someone is always reachable.

Tips for scheduling

• Overlapping shifts are fine — staff on both shifts will all ring
• Assign at least two people per shift so calls are covered if someone steps away
• Review your fallback group regularly to make sure it includes active staff members