You can add business hours to specify the opening hours of your business, mainly for analytics purposes. Business hours allow you to measure case times only during the service's operating hours. If an automated message is configured to be sent outside business hours for one or several channels, the message is sent when a customer message is received outside the business hours that you specify.
You can add multiple business hours and modify and delete those additional business hours settings, but you can only modify the default business hours settings
Note that outside of business hours, an agent’s interactions remain waiting at the last step where they were until your service reopens.