# Scheduling

Define support availability and handoff timing.

## Plan support availability

Set realistic expectations for human support in your agent instructions and escalation behavior. Availability and routing determine whether a live teammate can accept a conversation.

## Current controls

QwryAI exposes agent availability and routing settings. It does not currently expose a Help Desk Scheduling page with Add shift, agent shift assignments, or time-off calendars. There is no shift-creation workflow to complete in the current dashboard.

## Configure the supported workflow

1. Add your actual support hours and response expectations to agent Instructions.
2. Configure Escalate to Human with the details your team needs.
3. Check the customer experience while your team is available and unavailable.

## Related guides

- [Instructions](/docs/user-guides/agent-management/instructions)
- [Escalate to Human](/docs/user-guides/actions/escalate-to-human)