Business Hours & After-Hours Behavior
Last Updated: 2026-04-20
Every agent has an Availability setting that controls when it answers calls and what happens when someone calls outside your hours. Get this right and customers always feel looked after — even at 2 a.m.
Where to configure
- Open the agent
- Click the Availability tab on the edit page
24/7 vs. scheduled hours
At the top of Availability, toggle Active 24/7:
- On — the agent answers every call, any time
- Off — the agent only answers during the business hours you set below
Choose 24/7 if you run a service that callers expect to be always-on (after-hours repair, medical triage, e-commerce). Choose scheduled hours if you want a human to handle calls during business hours and the AI to cover after-hours.
Setting scheduled hours
When 24/7 is off:
- Set your Timezone (e.g.,
America/Toronto,America/Los_Angeles) - For each day of the week:
- Toggle the day on to set open hours
- Toggle off if you're closed that day
- Pick an open and close time
Example — a dental clinic:
| Day | Open | Close |
|---|---|---|
| Mon–Thu | 08:00 | 18:00 |
| Fri | 08:00 | 14:00 |
| Sat | Closed | — |
| Sun | Closed | — |
Outside-hours behavior
When a call comes in outside your hours, you can:
| Behavior | What happens |
|---|---|
| Voicemail | Caller hears that your business is closed and can leave a message for follow-up |
| SMS reject | Caller hears that your business is unavailable, then Mylla sends the missed-call SMS when a ready SMS sender exists |
| Always on | Same as 24/7 — the agent answers every call |
Pick this on the Availability tab under Outside Hours.
Escalation (during hours)
Even during business hours, a caller might ask for a human. Set a Transfer Number so the agent can hand them off:
- On the Availability tab, find Escalation & Fallback
- Enter a Transfer Number in E.164 format (e.g.,
+14155550100)
When the caller says something like "Can I speak to a person?", the agent transfers the call to that number.
Missed-call SMS
If a call is missed (outside hours, or the caller hangs up before completing the conversation), Mylla can automatically text them back:
- On the Availability tab, enter a Missed Call SMS message
- Example: "Sorry we missed your call! Someone from our team will reach out first thing tomorrow."
The SMS is sent from your Mylla number. Only works for callers whose number was captured.
Holidays
Mylla doesn't have a built-in holiday calendar yet. Two workarounds:
- Temporarily close a day — before a holiday, toggle that day off and save
- Add a holiday note to your greeting — e.g., "Thanks for calling Maxilla Dental. We're closed July 1–5 for Independence Day; leave a message and we'll call back July 6."
Timezone gotchas
- Your business timezone on the agent is separate from your personal timezone in Profile
- Call timestamps in the dashboard are displayed in your personal timezone, but open/close hours are evaluated in the business timezone
- Multi-location businesses should set different hours per agent (one agent per location) if locations span timezones
Permissions
| Action | Super Admin | Admin | Member |
|---|---|---|---|
| Edit business hours | ✅ | ✅ | ❌ |
| Set transfer number | ✅ | ✅ | ❌ |
| View availability | ✅ | ✅ | ✅ |