How to create shifts in Kylas and assign the shifts to users?
Shifts in Kylas are a way to track the availability of users for various activities like Record assignment, Calling and Messaging. Users can create and assign shifts and external marketplace apps can consume the user shift timing and their availability to perform certain actions like placing an automated call, assign the new incoming messages or assign records like Leads or Tasks. This article covers the steps to follow in order to create shifts in Kylas and assign the shifts to Kylas users.
Prerequisites:
Product plan: All plans
Permissions: Any user with 'Create' and 'Update' permission on shifts
Activities to complete: None
Steps:
Create shifts in Kylas: Follow below steps to create shifts
- Navigate to CRM settings -> User Management -> Manage shifts
- Click on 'Add shift' button
- Enter the shift name and choose the shift Time zone. The timings that you will enter at the time of shift creation, will be in the selected Time zone and it's preferred to assign the shifts to the users from the same Time zone.
- There are three types of availability in Kylas, 'Record Assignment', 'Calling', and 'Messaging'.
- Enter the start and end time for each day after selecting the respective checkbox
- Click 'Save' to create the shift.
Assign shift to users: Please follow below steps to assign shifts to the users.
- Navigate to 'Add user' or 'Edit user' page
- Look for the field 'Shift'
- Choose the shift you would like to assign to the user
- You can also assign the shift to multiple users at a time via bulk update from user listing page
Creation of Night shifts: Please follow below steps to create night shifts where the shift timings ranges over two days. e.g. if you want to create a shift that starts everyday at 6 PM and ends at 2 AM from Monday to Friday having Saturdays and Sundays as week off, then you should create shift like shown below
in the above example it's worth noticing that the shift timings are spreading over two days and even if Saturday is a week off but since Friday's shift is spilling over till Saturday that's why we have to add spilling hours in Saturday.
Importance of Time zone in the shifts:
At the time of shift creation if you have selected a time zone e.g. IST and if you assign the shift to a user wo work in a different time zone e.g. US pacific then the user will be marked available and unavailable based on the shift's time zone which might be a different time in the User's time zone based on the time difference between the respective time zones.
Impact of shifts on user's availability:
When a shift is assigned to a user, then the user is marked 'Available' and 'Unavailable' based on the timings selected in the shift by activity such as 'Record assignment', 'Calling', and 'Messaging'.
- A user will be shown as 'Available' during the time period when any of the activity related timing is in effect.
- A user will be shown as 'Unavailable' during the time period when none of the activity related timing is in effect
To understand it better, let's say if a user has such a shift assigned which has below timing on a given day e.g. Monday - Calling: 11 AM - 5 PM
- Messaging: 10 AM - 5 PM
- Record assignment: 12 PM - 8 PM
Then the user will be shown 'Unavailable' after 8 PM and before 10 AM as the user shift is effecting for none of the activity however the user will be shown 'Available' from 10 AM - 8 PM as at least one of the activity timing is in effect during the above time.
Impact of shift timings on various activities:
As of now none of the activities taking place in Kylas are affected by the shift timings however the Marketplace app developers can utilize the Kylas user availability to perform some actions e.g. placing an inbound call, message or any type of record assignment such as Leads or Tasks.
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