Availability
The three settings each person controls about themselves: the languages they cover, when they get notified, and when they're away.
Everything above is about what the business decides. This is the opposite: Settings → Availability is each person's own, and it changes both what reaches them and what gets assigned to them.
The languages you cover
The languages you can serve customers in. It isn't a label: you only get automatic assignments in the languages you list here, and it's one of the two axes routing uses to build the candidate pool.
If nobody covers a language and your routing requires it, inquiries in that language stay unassigned — which is a reason to keep this list honest rather than generous.
Working hours
The windows in which we message you on WhatsApp. By default, Monday to Friday, 8 to 19.
Outside those hours the notice isn't dropped: it waits and goes out on its own when your hours open. Two things never wait:
- Email and the dashboard bell always arrive, instantly. These hours govern WhatsApp and nothing else.
- Two notices skip the hours on purpose: a reminder you scheduled yourself for a specific time, and the last step of a question escalated to the account owner.
For new inquiries, your hours are a preference, not a filter. Whoever is on shift goes first, and if nobody is, the inquiry gets assigned anyway. Closing them every day does not take you out of routing. To receive nothing for a few days, use Out of office.
An empty schedule doesn't pause anything either: it's taken as "no schedule set", meaning you can receive inquiries at any hour and notices fall back to the default hours.
Which notices reach you and through which channel is set separately, in Notifications.
An Admin can set someone's hours from Team. When they have, the person sees their schedule locked with a note saying so, rather than a control that silently doesn't save.
Out of office
Pick the dates you'll be away. While the window is active:
- You receive no new handoffs and no notifications.
- New inquiries are shared among the reps who are available, so the board doesn't pile up on somebody who isn't there.
- Your working hours are paused — they apply again when you return.
What happens to what you already have is your call. When you set the window, Trama counts your open opportunities and asks: reassign them among available colleagues, or leave them as they are. Left as they are, they stay yours and simply get no notices until you're back.
A window scheduled for the future doesn't do anything until it starts.