Global settings
Operating hours, service levels and the vocabulary the whole workspace shares.
Business hours
- Monday09:00 - 18:00
- Tuesday09:00 - 18:00
- Wednesday09:00 - 18:00
- Thursday09:00 - 18:00
- Friday09:00 - 12:30
- Saturday10:00 - 16:00
- SundayClosed
Public holidays
Independence Day · 14 Aug 2026Defence Day · 6 Sep 2026Iqbal Day · 9 Nov 2026Quaid-e-Azam Day · 25 Dec 2026
Timezone: Asia/Karachi (PKT, UTC+5)
SLA policies
| Policy | Target | Escalation |
|---|---|---|
| Voice - first answerVoice · Sales, Support | 30 seconds | Notify supervisor at 45s |
| Web chat - first responseWeb chat · Support | 2 minutes | Reassign at 4 minutes |
| WhatsApp - first responseWhatsApp · All teams | 10 minutes | Notify supervisor at 20 minutes |
| Email - first responseEmail · Support | 1 hour | Notify supervisor at 2 hours |
| Urgent ticket resolutionAny · All teams | 4 hours | Escalate to Ali Raza |
Tags and dispositions
Conversation and contact tags
enterprisesmevippriorityrenewalexpansionoverduecompliancetechnicalpricingsamplesexportwarrantylogisticswebchatsocial
Call dispositions
Interested - send proposalInterested - schedule demoCall back laterNot interestedWrong numberDo not callGatekeeper - no decision maker
Canned responses
- /greetGreeting
Assalam o alaikum, thank you for contacting Hashtag Connect. How can I help you today?
- /holdAsk to hold
May I place you on hold for two minutes while I check that for you?
- /quoteQuote follow-up
Your quote is with our pricing desk and you will receive it before close of business today.
- /docsDocument location
You can find those documents under Resources > Safety Data in your customer portal.
- /callbackOffer a callback
Our lines are busy at the moment. Would you like us to call you back within the hour?
- /closeClosing
Thank you for your time. If anything else comes up, we are on 111-042-786 or WhatsApp.
Appearance
Workspace nameHashtag Connect
ThemeLight and dark, switched from the top bar
Brand colour#2563EB
LocaleEnglish (Pakistan) · PKR