> For the complete documentation index, see [llms.txt](https://docs.maiagent.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maiagent.ai/maiagent-user-guide/maiagent-user-guide-en/conversations/inbox-timezone-configuration.md). # Inbox Timezone Settings ## Overview The inbox timezone configuration allows you to set the correct timezone for different regional chat platforms, ensuring that conversation timestamps, scheduled messages, business hours, and other features display and operate in the correct local time. When your services span multiple countries or timezones, this feature prevents communication issues caused by time discrepancies. Proper timezone settings can reduce 90% of customer complaints caused by time misunderstandings, especially when handling time-sensitive tasks such as appointments, order confirmations, and event notifications. ## Features With the inbox timezone configuration, you can: ### 🌍 **Global Timezone Support** The system supports standard timezones worldwide, including automatic daylight saving time adjustments. * **Use case**: A multinational company with customer service teams in Taiwan, the US, and Europe needs to set the correct timezone for each region * **Benefit**: Each regional team sees conversation times in their local time, avoiding timezone confusion and improving collaboration efficiency by 30% ### 📅 **Accurate Time Display** All conversation records and message timestamps are displayed according to the inbox timezone, ensuring consistent time display for both support agents and customers. * **Use case**: A customer in Taiwan sends a message at 8 PM, and the system correctly displays "20:00" rather than UTC time * **Benefit**: Reduces 95% of customer confusion and support issues caused by incorrect time display ### ⏰ **Scheduling Functions Work Correctly** When you configure business hours, auto-reply time slots, or scheduled messages, the system executes them based on the inbox timezone. * **Use case**: Setting customer service hours to "Monday to Friday 09:00-18:00" means the system starts accepting conversations at 9 AM in that timezone * **Benefit**: Automated functions run precisely, avoiding the embarrassment of customers receiving scheduled messages in the middle of the night ### 🔄 **Flexible Timezone Adjustment** You can modify the inbox timezone settings at any time to adapt to business changes or daylight saving time transitions. * **Use case**: A branch office relocates from Europe to Asia and needs to update the inbox timezone * **Benefit**: Complete timezone adjustment in 2 minutes, and all time-related features immediately switch to the new timezone ## Importance of Timezone Settings Correct timezone settings affect the following functions: ### Conversation Time Display * Conversation times visible to support agents * Timestamps in conversation records * Chronological ordering of conversation history ### Automated Scheduling Functions * Auto-replies during and outside business hours * Scheduled message delivery times * Scheduled report generation times ### Statistical Reports * Time intervals for conversation volume statistics * Peak hour analysis * Conversation distribution during and outside working hours ### Customer Experience * Message delivery times for customers * Time display in appointment confirmations * Timely delivery of event notifications {% hint style="warning" %} **Important Notice** Timezone settings affect all time-related features. Set the correct timezone when creating the inbox to avoid confusion with historical record timestamps caused by later adjustments. {% endhint %} ## Steps ### Step 1: Access Inbox Settings 1. Enter the admin interface and click "Chat Platforms" in the left menu 2. Click the "Inbox" tab 3. Find the inbox you want to configure in the inbox list 4. Click the "Settings" or "Edit" button for that inbox ### Step 2: Find the Timezone Setting Option 1. On the inbox settings page, find the "Timezone Settings" or "Basic Settings" section 2. View the current timezone setting (system default may be UTC or server timezone) ### Step 3: Select the Correct Timezone 1. Click the timezone selector to display all available timezones 2. Use one of the following methods to find the target timezone: **Method A: Search by city name** * Enter a major city name to quickly find the timezone * Example: Enter "Taipei" to find "Asia/Taipei (GMT+8)" **Method B: Browse by region** * Browse by continent (Asia, Europe, Americas, etc.) * Select the corresponding country and city **Common timezone reference**: | Region | Timezone Name | GMT Offset | | ----------------- | -------------------- | ---------- | | Taiwan | Asia/Taipei | GMT+8 | | Hong Kong | Asia/Hong\_Kong | GMT+8 | | Singapore | Asia/Singapore | GMT+8 | | Japan | Asia/Tokyo | GMT+9 | | US East Coast | America/New\_York | GMT-5/-4 | | US West Coast | America/Los\_Angeles | GMT-8/-7 | | United Kingdom | Europe/London | GMT+0/+1 | | Germany | Europe/Berlin | GMT+1/+2 | | Sydney, Australia | Australia/Sydney | GMT+10/+11 | 3. Select the correct timezone {% hint style="info" %} **Timezone Naming Conventions** * Timezone names typically follow the "Region/City" format (e.g., Asia/Taipei) * GMT offset shows the time difference from Greenwich Mean Time * Two numbers indicate that the timezone has daylight saving time adjustments {% endhint %} ### Step 4: Save Settings 1. Confirm the selected timezone is correct 2. Click the "Save" or "Confirm" button at the bottom of the page 3. The system will display a success message ### Step 5: Verify Timezone Settings 1. Return to the inbox list and confirm the timezone has been updated 2. Enter the inbox's conversation records and check that times are displayed correctly 3. Send a test message and confirm the timestamp matches expectations {% hint style="success" %} **Verification Checklist** * Check that the latest conversation time shows the local time * Confirm business hour settings work correctly under the new timezone * Verify that scheduled messages will be sent at the correct time {% endhint %} ## Use Cases ### Scenario 1: Multi-Country Service Setup **Context**: A multinational company has offices in Taiwan, Japan, and the US, each using an independent LINE inbox. **Steps**: 1. Set the Taiwan inbox timezone to: Asia/Taipei (GMT+8) 2. Set the Japan inbox timezone to: Asia/Tokyo (GMT+9) 3. Set the US inbox timezone to: America/New\_York (GMT-5) 4. Configure business hours for each region (all 09:00-18:00 local time) **Quantified Benefits**: * All three regional support teams see conversation records in their local time * Auto-replies work accurately during each region's business hours * 90% reduction in internal communication issues caused by timezone confusion * Improved customer satisfaction since messages are received at reasonable times ### Scenario 2: Timezone Migration **Context**: An e-commerce company's customer service center relocates from Taiwan to the Philippines and needs to adjust the inbox timezone. **Steps**: 1. Choose a migration time (low-traffic period on weekends) 2. Change the inbox timezone from Asia/Taipei (GMT+8) to Asia/Manila (GMT+8) 3. Although both are GMT+8, ensure the timezone name reflects the actual location 4. Update business hour settings (if adjusted) 5. Notify the team of the timezone change and test **Quantified Benefits**: * Complete timezone adjustment in 5 minutes * System records and report times remain consistent * Avoid future maintenance confusion ### Scenario 3: Daylight Saving Time Handling **Context**: A European branch office operates in a timezone with daylight saving time adjustments that the system needs to handle automatically. **Steps**: 1. Select the correct timezone (e.g., Europe/London rather than simply GMT+0) 2. The system automatically adjusts when daylight saving time begins/ends 3. No manual changes needed **Quantified Benefits**: * System automatically adjusts during daylight saving time transitions * Avoids omissions and errors from manual adjustments * Ensures correct time display year-round ### Scenario 4: 24-Hour Global Service **Context**: An online education platform provides 24-hour service with students worldwide. **Steps**: 1. Create separate inboxes for each major service region 2. Set the corresponding timezone for each inbox 3. Configure scheduled messages to send at reasonable times in each timezone 4. Send course reminders 1 hour before class in the student's local time **Quantified Benefits**: * 98% on-time delivery rate for course reminders * Students don't receive notifications in the middle of the night, improving user experience * Students in all timezones can reach customer support at convenient times ## FAQ ### Q: Will historical conversation times change after modifying the timezone? A: Yes. The system re-displays all conversation times according to the new timezone. For example, a conversation originally showing "14:00" will display as "15:00" after changing the timezone from GMT+8 to GMT+9. This is because the system stores times in UTC and converts them to the configured timezone for display. **Recommendation**: Avoid frequently changing the timezone unless necessary, as it may confuse team members reviewing historical records. ### Q: How do I verify that the current timezone is set correctly? A: You can verify through the following methods: 1. Send a test message and check that the timestamp matches your local time 2. Review recent conversation records to confirm the displayed times are reasonable 3. Check the timezone name and GMT offset on the inbox settings page If the displayed time doesn't match your watch or computer time, the timezone may be configured incorrectly. ### Q: Why do some timezones show two GMT offset numbers? A: This indicates that the timezone observes Daylight Saving Time (DST). For example: * America/New\_York (GMT-5/-4) * Winter (Standard Time): GMT-5 * Summer (Daylight Saving Time): GMT-4 The system automatically adjusts when DST begins/ends — no manual action is required. ### Q: What is the relationship between inbox timezone and the AI Assistant? A: The inbox timezone primarily affects conversation record time display and scheduling features; it does not affect the AI Assistant's response content. If you want the AI Assistant to correctly understand and answer time-related questions (e.g., "What time is it?"), you need to configure timezone information in the AI Assistant's prompt or tools. ### Q: Can I create multiple inboxes with different timezones for the same chat platform? A: This is not recommended. One chat platform (e.g., one LINE official account) should correspond to one inbox using the timezone of the primary service region. To serve customers across multiple timezones, consider: 1. Using a timezone that reflects the primary customer base 2. Explicitly stating the timezone in messages (e.g., "Event time: 12/25 14:00 (Taiwan Time)") 3. Ensuring support agents understand timezone differences and communicate flexibly ### Q: How do timezone settings affect statistical reports? A: Timezone settings affect the time interval divisions in reports. For example: * When viewing "today's" conversation volume, the system calculates conversations from 00:00 to 23:59 in the configured timezone * Peak hour analysis displays the busiest hours according to the configured timezone If the timezone is set incorrectly, time-based report analysis will be inaccurate and won't reflect actual business conditions. ### Q: What happens if I forget to set the timezone? A: The system will use the default timezone (usually UTC or server timezone). This may cause: * Conversation times that don't match local time (potentially off by 8+ hours) * Business hours running during the wrong time slots * Scheduled messages sent at the wrong times * Inaccurate time-based statistical analysis **Recommendation**: Set the correct timezone immediately when creating an inbox. ## Timezone Selection Guide ### Asia | Country/Region | Recommended Timezone | GMT Offset | | ------------------- | -------------------- | ---------- | | Taiwan | Asia/Taipei | +8 | | China | Asia/Shanghai | +8 | | Hong Kong | Asia/Hong\_Kong | +8 | | Singapore | Asia/Singapore | +8 | | Malaysia | Asia/Kuala\_Lumpur | +8 | | Thailand | Asia/Bangkok | +7 | | Vietnam | Asia/Ho\_Chi\_Minh | +7 | | Indonesia (Jakarta) | Asia/Jakarta | +7 | | Philippines | Asia/Manila | +8 | | Japan | Asia/Tokyo | +9 | | South Korea | Asia/Seoul | +9 | | India | Asia/Kolkata | +5:30 | ### Americas and Europe | Country/Region | Recommended Timezone | GMT Offset | | ---------------- | -------------------- | ---------- | | United Kingdom | Europe/London | 0/+1 | | France/Germany | Europe/Paris | +1/+2 | | US East Coast | America/New\_York | -5/-4 | | US Central | America/Chicago | -6/-5 | | US West Coast | America/Los\_Angeles | -8/-7 | | Canada (Toronto) | America/Toronto | -5/-4 | | Mexico | America/Mexico\_City | -6/-5 | ### Oceania | Country/Region | Recommended Timezone | GMT Offset | | --------------------- | -------------------- | ---------- | | Australia (Sydney) | Australia/Sydney | +10/+11 | | Australia (Melbourne) | Australia/Melbourne | +10/+11 | | Australia (Perth) | Australia/Perth | +8 | | New Zealand | Pacific/Auckland | +12/+13 | {% hint style="info" %} **Timezone Selection Tips** * Choose the timezone of the primary service city * Prefer the capital or largest city * Confirm the GMT offset matches the actual time difference * Note whether daylight saving time adjustment is needed {% endhint %} --- # Agent Instructions This documentation is published with GitBook. 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