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Your name, your e-mail and separate working hours for each portfolio. How your own availability affects conversation assignment.
Last updated: September 30, 2026
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Your name, your e-mail and separate working hours for each portfolio. How your own availability affects conversation assignment.
Last updated: September 30, 2026
Your teammates see you in the panel under a name; conversations are assigned to you according to an hours rule. Both live on My user settings › Profile. This guide covers every field on the screen and how your personal working hours change assignment.
💡 This screen belongs to you, not to a portfolio. It is the same screen whichever portfolio you are working in; it needs no permission and opens even when your portfolios are locked for deletion.
It does two jobs:
The screen starts with the Profile section, followed by a separate My working hours section for every portfolio you belong to. Portfolios you own come first.
The entrance to user settings lands on Profile anyway.
Two fields.
Your name as it appears in the panel. It is what shows in the team list, on a conversation's "assigned to" information and in portfolio logs.
Using your real name is a good idea: a teammate handing a conversation over has to find you in a list. A nickname is fine in a small team but prompts "who is this?" in a team of five.
After changing it press Save; a "Profile saved." notice appears.
Your e-mail address is shown but not editable here. The field renders disabled and the hint says: "Contact support to change your e-mail."
The reason is security: your e-mail address is your sign-in identity, and password resets, two-step verification and agreement acceptance all hang off it. If it could be changed with one click in the panel, someone who reached your account could lock you out of your own.
If you need to change your e-mail, contact our support team.
A separate section is drawn for every portfolio you are a member of. Its title reads My working hours · Portfolio name, so you don't mix up whose hours you are setting.
Each section has its own form and its own Save button. Change one portfolio's hours and save, and the others keep theirs exactly as they were.
If you have no portfolio, these sections aren't drawn at all; only name and e-mail show.
The checkbox at the top of the section. Its hint says: "When off, you count as always available."
So the default behaviour is "always available". Unless you turn the box on, no hours restriction applies to you and a conversation can be assigned whatever the time.
Turn the box on and seven day rows appear, Monday through Sunday.
You add time ranges per day:
The rules are the same as the account's business hours:
If you take a lunch break, use two ranges: 09:00–13:00 and 14:00–18:00. In the hour in between, no conversation is assigned to you.
⚠️ The hours are read in the account's time zone, not your computer's clock. If a portfolio holds accounts in different time zones, each account uses its own. For the account's time zone see Account settings: General.
The rule has exactly one consequence: outside your working hours, no new conversation is assigned to you.
It is worth saying what it is not:
A concrete example: in a shop with three agents, Ayşe works 09:00–17:00, Mehmet 13:00–21:00 and Zeynep 09:00–13:00. With the rule on "distribute evenly", a conversation arriving at 19:00 can only go to Mehmet; Ayşe and Zeynep don't count as available then. One arriving at 10:00 goes to whichever of the three is least loaded.
The assignment rule itself is a portfolio setting; see Conversation assignment rules.
The panel has three separate hour-related settings, and mixing them up is very common:
The shop may be open 09:00–22:00 while you work 09:00–17:00. There is no conflict: conversations arrive while the shop is open, and evening ones go to whoever is available then.
Trying to change the e-mail here. The field is deliberately disabled; contact support.
Setting the hours and forgetting to turn the box on. With Use my working hours off, the hours you entered do nothing.
Trying to mark a day as closed. Adding no range to that day is enough.
Assuming the hours you set in one portfolio apply to all of them. Each portfolio has its own section and its own Save button.
Taking the hours to be on your computer's clock. The account's time zone applies.
Fearing you'll be locked out after hours. The rule binds automatic assignment only; signing in and working are unrestricted.
For assignment in full see Conversation assignment rules, for the business's opening hours see Business hours, and for interface preferences see Preferences.
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