***

title: Holiday Hours
description: >-
Configure holiday schedules and ensure Gail handles calls appropriately during
closures
--------

## Overview

Setting up holiday hours ensures Gail knows when your agency is closed and can handle calls accordingly. This guide walks you through configuring holiday schedules and activating the appropriate scripts for holiday periods.

<Warning>
  **Critical Reminder:** Gail does not automatically switch to your holiday script based on the holiday hours you set. You must manually activate your holiday script on the Receptionist page before each holiday period and switch it back afterward.
</Warning>

***

## How Holiday Hours Work

Understanding Gail's holiday configuration will help you avoid common mistakes:

### Date Range Configuration

* **Start Date:** The first calendar day Gail should operate in holiday mode
* **Days Off:** The total number of consecutive calendar days Gail should remain closed (including the Start Date)
* **Resume Date:** Automatically calculated as 12:00 AM on the calendar day after your Days Off period ends

### Manual Script Activation Required

While you set holiday dates in the Business Hours section, Gail **does not automatically switch scripts**. You must:

1. Set the holiday dates in the Business Hours section (covered below)
2. Manually activate your holiday script on the Receptionist page before the holiday begins
3. Switch back to your regular business hours script after the holiday ends

<Tip>
  Think of the holiday settings as setting your "out of office" dates, while the Receptionist page controls which script Gail actually uses. Both must be configured properly for holiday handling to work.
</Tip>

***

## Setting Holiday Dates

### Step 1: Access the Holiday Settings

1. Log into your Gail portal
2. Navigate to **Knowledge** in the left-hand menu
3. Go to the **General** tab
4. Scroll to the bottom of the Business Hours page
5. You'll find the holiday configuration section here

### Step 2: Enter Your Start Date

Select the **Start Date**—the very first calendar day you want Gail to begin operating under holiday rules.

**Example:** For Thanksgiving starting Thursday, November 28th, select **November 28th** as your Start Date.

### Step 3: Calculate and Enter Days Off

Enter the total number of **consecutive calendar days** Gail should be closed, starting from and including your Start Date.

**Calculation Method:**

If you know your resume date, count the calendar days from your Start Date up to (but not including) your resume date.

**Example:**

```text
Holiday: Thanksgiving
Start Date: Thursday, November 28th
Days closed: Thursday 11/28, Friday 11/29, Saturday 11/30, Sunday 12/1
Resume Date: Monday, December 2nd at 12:00 AM

Days Off: 4 (November 28, 29, 30, December 1)
```

**Quick Reference Table:**

| Start Date | Resume Date | Days to Count             | Days Off |
| ---------- | ----------- | ------------------------- | -------- |
| Thu 11/28  | Mon 12/2    | 11/28, 11/29, 11/30, 12/1 | 4        |
| Fri 12/20  | Wed 1/2     | 12/20 through 1/1         | 13       |
| Mon 1/1    | Tue 1/2     | 1/1 only                  | 1        |

### Step 4: Review and Confirm

The holiday configuration will display the complete closure period based on your input.

**Double-check:**

* The displayed date range matches your intended closure period
* The resume date is correct (Start Date + Days Off)
* Gail will switch back to normal operations at 12:00 AM on the resume date

### Step 5: Save Your Holiday Entry

Once you've verified the dates are correct, click **Save** or **Confirm** to apply the holiday hours.

***

## Activating Your Holiday Script

<Warning>
  **This is the most commonly missed step!** Setting holiday dates alone will not change Gail's behavior. You must manually activate your holiday script.
</Warning>

### Before Your Holiday Begins

Follow these steps to activate your holiday script:

<Steps>
  ### Navigate to Receptionist Page

  Go to **Inbound** > **Receptionist** in your Gail portal

  ### Locate the Script Dropdown

  Find the main script dropdown menu showing your currently active inbound script

  ### Select Your Holiday Script

  Choose the holiday script you created (e.g., "Holiday Closed Script" or "After Hours Script")

  ### Click "Make Default"

  After selecting your holiday script, click the **Make Default** button

  ### Save Rules

  Click **Save Rules** to apply the change and make your holiday script active

  ### Verify

  Confirm the new default script is saved and visible on the Receptionist page
</Steps>

### After Your Holiday Ends

<Warning>
  **Remember to switch back!** Once the holiday period is over, repeat the steps above to reactivate your regular business hours script.
</Warning>

***

## Advanced: Time-Based Transfer Logic

The holiday settings define when your agency is closed but don't support granular time-based transfer logic (e.g., "transfer to John until 2 PM, then transfer to Sarah").

For more complex time-based routing requirements, see the **Advanced Time-Based Transfers** section in the [Directory](/platform/inbound/directory#advanced-time-based-transfers) guide.

***

## Common Holiday Scenarios

### Single-Day Holiday

**Example:** New Year's Day

```text
Start Date: Monday, January 1st
Days Off: 1
Resume Date: Tuesday, January 2nd at 12:00 AM
```

### Long Weekend

**Example:** Thanksgiving weekend

```text
Start Date: Thursday, November 28th
Days Off: 4
Resume Date: Monday, December 2nd at 12:00 AM
```

### Extended Holiday Break

**Example:** Christmas/New Year's break

```text
Start Date: Friday, December 20th
Days Off: 13
Resume Date: Wednesday, January 2nd at 12:00 AM
```

***

## Troubleshooting

### Gail is using the wrong script during the holiday

**Solution:** Check that you've manually activated your holiday script on the Receptionist page. Setting holiday dates alone doesn't change the active script.

### The resume date is wrong

**Solution:** Recalculate your Days Off. Count each calendar day from your Start Date (inclusive) up to but not including your resume date.

### Need to change holiday dates after saving

**Solution:** Return to the Business Hours page in the Knowledge section under the General tab and update the Start Date or Days Off as needed.

### Forgot to switch back after the holiday

**Solution:** Go to Receptionist > select your regular business hours script > Make Default > Save Rules. Consider setting a calendar reminder for the day after holidays to switch scripts back.

***

## Best Practices

### 📅 Plan Ahead

Set holiday dates well in advance so you don't forget to activate the correct script when the time comes.

### ⏰ Set Reminders

Create calendar reminders for:

* The day before the holiday: Activate holiday script
* The first day back: Switch back to business hours script

### 🧪 Test Your Holiday Script

Before the holiday, call your Gail number to verify:

* The holiday script is active
* The messaging is appropriate
* Any transfers work as expected

### 📝 Document Your Scripts

Keep notes about which script to use for different holidays (e.g., "Use 'Holiday Closed Script' for Thanksgiving, Christmas, New Year's")

### 🔄 Review Annually

At the start of each year, review your holiday schedule and update dates accordingly.

***

## Next Steps

* Learn how to set up your first Gail in [First Gail](/platform/gails/create-your-first-gail)
* Set up [Use Cases](/platform/inbound/use-cases) for holiday-specific call handling
* Configure [Directory](/platform/inbound/directory) contacts for holiday on-call staff