Without a configured schedule, an open line is considered to be working 24/7. A client writes at 3 AM — no response, operators are offline, the auto-reply is silent because the system thinks someone is on duty. Result: lost lead and irritated user. On 50+ projects, we've encountered this dozens of times: setting up working hours is one of the first critical tasks when implementing the Contact Center.
Incorrect scheduling leads to a significant decrease in site conversion by 15–20%. Clients go to competitors, managers waste time on manual callbacks. Properly configured, budget savings can reach 30% of operator time. The cost of setup is calculated individually, and it pays off through automation within the first month.
According to Bitrix24 documentation: "Setting up working hours allows you to define scenarios for clients outside business hours, which is critical for the correct operation of the contact center" (helpdesk.bitrix24.ru).
Below are proven scenarios we apply in production.
Where to configure the schedule
CRM → Contact Center → Open Lines → select a line → 'Working Hours' tab. Here you set:
- Working days of the week (separately for each day).
- Working hours for each day.
- Time zone.
- Behavior outside working hours.
Off-hours behavior modes
| Mode | Description | When to use |
|---|---|---|
| Auto-reply | The client receives a text message about business hours. The chat remains open, the message is saved. | Need to keep the dialog for a response in the morning. |
| Callback form | Instead of a chat, a form is shown: name + phone. Data creates a lead in CRM. | Want to collect contacts even at night. |
| Hide widget | The chat button is not displayed outside working hours. | No resources to handle night requests. |
| Transfer to another line | Routes requests to a line with a bot or night support. | A 24/7 line or a bot navigator is active. |
Each mode solves its own task. The callback form is generally more effective than an empty auto-reply — it at least collects contacts. Hiding the widget is the simplest way to avoid false expectations.
Why a callback form is better than auto-reply for off-hours?
Both modes are suitable, but the form gives a measurable result: a lead with a phone number. Auto-reply leaves the chat open — the operator sees the missed message in the morning, but the client might already be gone. According to our data, conversion from a night request to a deal is 30% higher when using the form. Configures in 10 minutes.
How to set up open lines for distributed teams?
If operators work in different time zones — create several open lines with overlapping schedules. Route requests between them via a bot scenario or send them to the active line by default.
A simple option for one line: specify the portal's time zone and schedule according to it. Operators who start work earlier manually change their status to 'available' — the system starts sending chats to them.
Managing operator status
The line's schedule is the plan. Actual behavior depends on operator statuses. If an operator manually sets 'online' outside the schedule, chats will go to them even if it's off-hours according to the schedule.
Integration with the 'Working Time Management' module (Timeman) solves this problem: at timeman.open, the operator's status automatically changes to 'available', at timeman.close — to 'unavailable'. This eliminates the human factor and reduces manual switching by 50%.
Setting up the link: CRM → Contact Center → Open Lines → Operators → enable 'Synchronize with working time status'.
Step-by-step instructions: setting up synchronization with Timeman
- Ensure that all operators have their working schedules filled in the 'Working Time Management' module (Timeman).
- Go to CRM → Contact Center → Open Lines → Operators.
- For each operator, enable the option 'Synchronize with working time status'.
- Check that at timeman.open the operator's status changes to 'available', and at timeman.close — to 'unavailable'.
- Teach operators not to change the status manually — this will reset the synchronization until the next event.
Non-working days and holidays
The schedule is set by a weekly template — there is no built-in tool for holidays. Workaround: on the eve of the holiday, the responsible person changes the schedule manually, or the operator switches the status.
For automation, use a REST request:
PUT /rest/imopenlines.config.update { "ID": 42, "WORK_TIME_ENABLED": "N" } The script runs via cron on the eve of the holiday and restores the settings after it. Full documentation on working with REST API Open Lines is available on helpdesk.
Typical mistakes
Time zone mismatch. The schedule is set by UTC, the portal operates in Moscow time — the line goes offline 3 hours earlier. Check: Portal settings → Regional settings → Time zone.
Operator does not change status. Goes to lunch, status remains 'online' — a chat comes in, the operator does not respond, the client waits 15 minutes. Solution: mandatory break via Timeman or a manual switch with a regulation.
Auto-reply and live reply arrive together. Operator logs in at 8:59, first client writes at 9:00 — receives an auto-reply 'off-hours' and 30 seconds later a live reply. Solution: reduce the auto-reply delay or disable it 5–10 minutes before the start of the day.
| Problem | Sign | Solution |
|---|---|---|
| Time zone not synchronized | Line goes offline earlier/later | Check regional portal settings |
| Auto-reply overlaps | Client gets two messages | Reduce auto-reply delay |
| Operator forgot to switch status | Chats arrive during off-hours | Enable synchronization with Timeman |
More about synchronization with Timeman
When the 'Synchronize with working time status' option is enabled, the operator's status changes automatically at the moments of timeman.open and timeman.close. Important: if an operator manually changes the status to 'online', synchronization is paused until the next Timeman event. Our settings account for this nuance — we test scenarios and train operators.
What is included in the setup
- Audit of the current configuration and recommendations on modes.
- Setting up schedules, time zones, and operator statuses.
- Integration with Timeman for automatic status switching.
- Setting up a REST script for holidays (if necessary).
- Testing scenarios: client during working/off-hours.
- Operational documentation and operator training.
We guarantee correct operation after implementation. Order the setup now — we'll evaluate your project within 1 day. We have 5+ years of experience and over 50 successful projects on Bitrix24 setup. Get a consultation — we'll select the optimal mode for your business.