Shifts and Scheduling

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

This guide covers Desktop, iOS, and Android. Where the experience differs, platform-specific instructions are noted.

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

Creating a shift

Go to the Shifts section and add a new 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 users — which team members are on this shift

Creating a shift by platform

On Desktop: Click Add Shift on the Shifts page. Use the searchable dropdown to add multiple users to a single shift.

On iOS: Tap the + button on the Shifts screen. Tap each field to configure the shift details. Use the user picker to assign team members.

On Android: Tap the floating action button on the Shifts screen. Fill in shift details in the form and use the user selector to assign members.

How shift routing works

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

If a user 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

In the Shifts section, you can configure a Fallback Group. These are users who will be rung when:

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

The fallback group is your safety net — it ensures someone is always reachable.

Tips for scheduling

• Overlapping shifts are fine — users 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 users