Working Hours and Encounter Availability
Each care team member configures their own availability in the Calendar Settings page. This controls when they can be booked for encounters and how their time appears in the calendar.
Opening Working Hours settings
In the Care portal, navigate to Calendar from the left-hand menu.
Click the gear icon (⚙) near the top-right of the calendar to open the Calendar Settings.
Use the back arrow in the header to return to the calendar at any time.
The settings page has two tabs: Working Hours and Sync with Calendar (the Sync tab appears only if calendar synchronization is enabled for your organization).
Working Hours tab
Default Working Hours
Default Working Hours are your baseline availability — applied to all bookable encounter types unless overridden by a date exception.
Toggle each day of the week on or off using the switch next to the day label.
When a day is toggled on, set one or more time slots (start time and end time) for that day.
Click the + button next to a time slot to add another time block for the same day.
Click the trash icon to remove a time slot.
Click Add Availability Window if no days are set yet to pre-fill a standard Monday–Friday schedule.
Exceptions
Exceptions override your default schedule for specific dates or date ranges — useful for holidays, time off, or one-off schedule changes.
Click Add custom hours or Add time off to create an exception.
Custom hours exception
Select a date range (from date and to date).
The days within that range are shown. By default, all days in the range are active with the same hours.
Toggle: Set different hours per day to customize each day individually.
Click the day chips (Mon, Tue, etc.) to select which days in the range are working days — unselected days in the range will be treated as off.
Adjust time slots for each selected day.
To set the same hours across all selected days, leave the "Set different hours per day" toggle off and edit the single time slot that applies to all days.
Time off exception
Select a date range.
Optionally add a label (e.g. "Holiday", "PTO", "Conference") to identify the exception.
You will be off for the entire date range — no hours are bookable during this period.
Exceptions appear collapsed in the list. Click an exception card to expand and edit it. Click the trash icon on the card to delete an exception.
Encounter Type Schedules
Encounter Type Schedules let you set dedicated availability windows per encounter type, so specific encounter types can be booked within defined hours alongside your default working hours.
Click Add Availability Window in the Encounter Type Schedules section.
A new schedule rule appears. Click + to add encounter types to the rule, or use the search to find templates.
Click Select All to assign all remaining encounter types to this rule.
Set the days and time slots for this rule, and optionally add exceptions.
Add additional rules for different encounter types by clicking Add Schedule Rule.
Each encounter type can only appear in one schedule rule at a time.
Sync with Calendar tab
The Sync with Calendar tab (visible when enabled) lets you connect your Welkin calendar with an external calendar provider — either Google Calendar or Outlook (Microsoft).
Click Connect on the provider you want to sync with.
Once connected, the provider shows a Connected status with your email address.
To disconnect, click the ⋯ menu on the connected provider and select Remove.
You can connect to one external provider at a time. Switching providers disconnects the current one.
Saving changes
A Save button and a Cancel button appear at the bottom of the page whenever you have unsaved changes. Click Save to apply your changes, or Cancel to discard them.
Important notes
Working hours are required for the phone tree to operate correctly.
Each individual must configure their own working hours — a manager cannot set them on someone else's behalf. Contact your CSM for API-based workarounds.
Date exceptions cannot have a start date in the past (when creating a new exception).
Exception date ranges cannot overlap each other within the same schedule.
If sync with Acuity is enabled. When Encounter Type Schedules are configured, Acuity will use them instead of the default schedule.
More Questions?
Contact csm@welkinhealth.com or your Implementation/CSM directly.
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