Operations
How to set up shifts
Recording who works which days and hours, handling leave, and designing shifts alongside lead distribution.
Where to find it
Shift Management
In a small team nobody forgets the rota. Once the team passes six people and patients arrive from three time zones, "who is on today" lives either in a WhatsApp group or in somebody's head.
The bill arrives in two places: a message that comes in overnight is assigned to nobody and waits until morning, and records keep landing on a consultant who is on leave. Both are silent losses — nobody complains, the patient writes to another company.
Step by step
- Define the shifts: which user works which days and hours.
- Record leave and holidays: personal leave is entered separately, and the person does not count as working that day.
- Use the team view to see who is available when, on one screen.
Tips and common mistakes
- Tip Design shifts alongside lead distribution. Without a night shift, a short acceptance window just spins leads around the team overnight.
- Tip Enter leave on the day it is agreed. Leave added afterwards does not undo assignments already made that day.
Frequently asked questions
What happens to a message that arrives out of hours?
Nothing is lost; depending on the line's settings it lands in the pool or goes to the default owner. See who does an incoming chat go to.
What happens to the patients of a consultant on leave?
The records stay put. If a handover is needed, change the sales representative — chats follow automatically. For a whole caseload, use bulk transfer.
Do shifts affect notifications?
Notifications follow the visibility rules. Shifts are for planning who is available when; they do not change notification rules.