How to create a time off request
Last updated October 8, 2026
Overview
Time off requests keep your team's schedule accurate when agents are away or want extra hours. Admins can log time off for any agent, and agents can request a change from their own schedule. This guide covers how to create a request and how Admins approve or decline it.
Request types
- Scheduled time off: For planned absences like vacation or personal time off. Needs Admin approval.
- Emergency time off: For urgent situations like illness. No approval needed. The agent is removed from the shift and the Admin is notified.
- Additional Shift: To request extra work hours. The request is added to the assignment queue.
How to add time off for agents
- Go to "App Configuration > Shifts > Time off" and click "Add time off".
- Fill in the request:
- "Agents": Select one or more agents.
- "Start time" and "End time": Pick the date and hour the time off starts and ends.
- "Description": Enter the reason, for example "Vacation".
- Request type: Select "Scheduled time off", "Emergency time off" or "Additional Shift".
- Click "Submit request". The request appears in the "Time Off Requests" list.
How to request time off from your schedule
- Go to "Settings > Schedule" .
- In calendar view, click the shift you want to change.
- Set the "Start time" and "End time" of the change. You can request a whole shift or only part of it.
- Enter a description. It's required.
- Select the request type and click "Submit request". The request appears on your calendar as "Pending" until an Admin decides.
How to approve or decline a time off request
- Go to "App Configuration > Shifts > Time off" .
- Click the ellipsis icon ("Show More") on a pending request.
- Select "Approve" or "Decline".
The "Status" column shows each request as "Pending", "Approved", "Declined", "Expired" or "Cancelled". An approved request is added to the agent's schedule. A declined request leaves the shift unchanged.
FAQs & Troubleshooting
Can I edit or delete a request after submitting it?
No. Once you click "Submit request", you can't change or delete it.
Does emergency time off need approval?
No. The agent is removed from the shift and the Admin is notified.
Who is notified about time off requests?
Only the recipients set in "App Configuration > Shifts > Settings" .
How do I request extra hours?
Select "Additional Shift" as the request type.
Which time zone are times shown in?
Times on the "Time off" page are shown in your own time zone.