How Shift Works in Kylas CRM

How Shift Works in Kylas CRM

The Shift feature in Kylas CRM enables organizations to define and manage user working hours. This helps improve task planning, lead routing, assignment rules, and overall productivity tracking. Shifts can be configured for different teams working across time zones, departments, or specific schedules like morning or night shifts.

Prerequisites 

    • You are logged in as an Admin in your Kylas CRM account. 

    • You have access to User Management and Shift Configuration sections.

    • You have identified your team’s working hours or need to track user availability.

Table of Contents 

  1. What Are Shifts in Kylas? 
  2. Why Use Shifts? 
  3. Step-by-Step: Creating a Shift 
  4. Assigning Shifts to Users 
  5. Use Cases 
  6. Best Practices 

What Are Shifts in Kylas? 

Shifts are predefined time ranges representing the working hours of CRM users. They help the system determine user availability and manage lead or task assignments accordingly. 

Why Use Shifts?

Using Shifts helps you: 

    • Auto-assign tasks only to active users during their working hours

    • Enable shift-specific workflows or automations

    • Improve visibility into user productivity and accountability 

Step-by-Step: Creating a Shift 

Step 1: Go to CRM Settings 

  • Navigate to CRM Settings > User Management > Shifts 

Step 2: Click on 'Add Shift' 

  • Enter a Shift Name (e.g., Morning Shift, Night Shift) 

  • Provide a brief Description (optional) 

Step 3: Define the Working Hours 

  • Select Start Time and End Time 

  • Choose the Days of the Week this shift will be active 

Step 4: Save the Shift 

  • Click Save to create the shift 



Assigning Shifts to Users 

    • Go to Manage Users

    • Select the user you want to assign a shift to

    • Edit the existing user profile and select the appropriate Shift or Create a new profile if profile does not exist

    • Save the user profile to complete the assignment 

NotesNote : You can assign different shifts to users based on their roles, regions, or teams.


Use Cases 

Idea

Department 

Shift Example 

Purpose 

Sales Team 

9 AM–6 PM Weekdays 

Lead assignment only during business hours 

Support Team 

24x7 Rotational Shifts 

Ensure support tickets are never left unattended 

Remote Workers 

2 PM–10 PM Shift 

Aligns with overseas time zones 

Field Executives 

7 AM–3 PM 

Morning field visits tracked within CRM 

Best Practices 

Info

Best Practice 

Reason 

Clearly name shifts (e.g., “Delhi Sales - AM”) 

Improves admin clarity during assignment 

Keep shift timing realistic and aligned 

Helps avoid lead assignment when teams are offline 

Review shift logs monthly 

Detect inefficiencies or unbalanced workloads 

Combine shift logic with routing rules 

Ensures smooth handover across teams and shifts 




Notes

Outcome 

Shifts in Kylas CRM allow teams to manage user availability, streamline lead or task assignments, and maintain operational efficiency across working hours. By aligning CRM actions with user shifts, organizations reduce manual errors and improve customer response time. 

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