There is no "hours" setting in Floorzap or Zap Assist. When your Zap Assist AI agent answers calls is controlled by call forwarding at your phone carrier, before the call ever reaches the agent.
Transfers vs. When Calls Reach the Agent
Your Zap Assist AI agent has two separate settings that are easy to confuse:
Transfers — whether the agent can pass a call to your team, under what conditions, and to which number. You set this in your Zap Assist agent settings. Only users with the Admin role can access Zap Assist settings.
When calls reach the agent — controlled by call forwarding at your phone carrier, not in Floorzap.
Your Zap Assist agent answers any time its own number is dialed. If customers call a different number, such as your main business line, that number has to be forwarded to the agent.
Finding Your Zap Assist Agent's Phone Number
To forward calls to your Zap Assist AI agent, you need the agent's phone number. You'll enter this number as the forwarding destination at your phone carrier.
Conditional Forwarding vs. Full Forwarding
Phone carriers offer two ways to forward calls to your Zap Assist AI agent:
Conditional forwarding — your office phone rings first. If no one answers within a set number of seconds, the call rolls over to the agent. You can leave this on all the time if you're fine with the office ringing first.
Full forwarding — every call goes straight to the agent and your office phone doesn't ring. Use this after hours, on weekends, and on holidays.
How to Switch Forwarding On and Off
How you change call forwarding to your Zap Assist AI agent depends on your phone setup:
With a business phone system — you can usually schedule forwarding by day and time. For example, full forwarding every weekday from 6 PM to 8 AM and all weekend.
With a regular desk phone or cell phone — turn on full forwarding when you leave, and turn it off when you're back and want to answer calls yourself.
For holidays, turn on full forwarding for the day so your Zap Assist agent answers every call, then turn it off when you reopen.
Finding Your Carrier's Call Forwarding Instructions
The steps to set up conditional or full call forwarding to your Zap Assist AI agent are different for every phone carrier and phone system. Search your carrier's support site for "call forwarding," or contact your carrier or phone system provider for help setting it up.