Use a Condition when the call path should change by day and time. A common setup rings the team during business hours and sends closed-hours callers to a message and voicemail.
Understand the Two Hours Features
Phound has two similarly named tools with different purposes:
| Tool | Use it for |
|---|---|
| Condition | Deciding which actions run based on days, times, and timezone. |
| Direction and working hours | Giving callers an address and weekly hours. It does not replace the routing Condition. |
Use a Condition for routing. Add Direction and working hours only when callers need to hear location information.
Add the Business-Hours Condition
- Open the Flow in the Phound desktop app.
- Select the blue + where time-based routing should begin.
- Select Condition.
- Choose Time condition.
- Select the correct timezone.
- Enable each open day and enter its start and end time.
Check every weekday separately. Do not assume copied hours are correct for weekends or holidays.
Build the Open-Hours Path
Under Actions when condition is true, add the actions that should run while the schedule matches. A typical path is:
- A short Message greeting.
- A Menu or Dial someone action.
- A voicemail or alternate route under Actions if dial fails.
Build the After-Hours Path
Use the route that continues when the Condition is not true for the closed-hours experience. A typical path is:
- A short message that the business is closed.
- A Record voicemail action.
- A failure action in case the voicemail destination is unavailable.
Avoid promising a callback time unless someone will reliably meet it.
Keep Spoken Hours Consistent
If the Flow also contains Direction and working hours, make its weekly hours match the Condition. Otherwise, the Flow can route a call as closed while reading a different schedule to the caller.
Test Both Paths
Test once while the Condition is true and once while it is false. Use a controlled test Flow or a temporary test schedule, then restore the intended schedule before customers call.
Confirm:
- The timezone is correct.
- The open-hours destination rings.
- The after-hours message plays.
- Voicemail reaches the intended recipient.
- Dial and voicemail failure paths complete.
For every available action, see Flow Actions Reference.