Use this article to build and apply schedule templates, make one-off schedule changes, and export or audit your team's schedule.

There are two ways to get activities onto your team’s schedule: apply a schedule template to roll out a repeating week or day pattern across a group of teammates, or add and edit activities directly on a teammate’s row for one-off changes. You can combine both: apply a template, then adjust individual days as things change.

Before you start, you need at least one activity type set up. See How to use calendar settings in Workforce Management.

Schedule templates are reusable week or day patterns you apply to a group of teammates. A template defines what each day looks like, for example inbox time, meetings, and breaks, and can be applied repeatedly across multiple weeks.

View and manage templates under Workforce > Configure > Schedule Templates. The list shows each template's type (Week or Day), the number of teammates, the number of events, and its timezone.

Templates are daily or weekly. For regular individual constraints, for example a teammate who only works Tuesday to Saturday, build that pattern into the template, or have the teammate block their Google Calendar if sync is on.

The template opens empty. To add teammates, click Teammates in the top right, search for and Add each teammate, then click Done. Each teammate you add starts with a 9–10am event you can adjust.

Click an empty part of a teammate’s row (or click and drag across the hours you want) to open the Add event dialog:

Drag an activity to move it, or drag its edges to resize. Use the day picker at the top (it shows the current day, for example Monday) to switch days in a week template, or choose Week to see every day at once. Use Search teammates to find a row in a large template.

There are three ways to copy in schedule templates, and they work at different levels. Pick the one that matches what you want to reuse.

Use this to create a variant of an existing template, for example a summer version of your standard week, without starting from scratch.

The copy appears in the list as “[Template name] (copy)” with the same type, teammates, events, and timezone. Use Rename & timezone in its row menu to give it a new name.

Use this to build a week faster: set up one day, then copy it to the others.

Use this to give several teammates the same pattern within a template.

Existing events on those teammates stay, and you can copy up to 50 events at once. The same row menu also has Remove teammate, which takes the teammate and their events out of the template.

To add a single activity to a teammate's schedule on the Workforce > Schedule page, such as a one-off meeting, an extra break, or any intraday adjustment, add it directly on their row:

Drag an existing activity to move it, or drag its edges to resize. You can schedule and edit events down to 15 minutes; the Forecast and coverage views show a minimum of one hour.

You need at least one activity type set up first. See How to use calendar settings in Workforce Management.

Export the schedule you're viewing as a CSV (comma-separated values), for sharing outside Intercom or keeping a record of what was scheduled.

The export covers the teammates and date range currently in view, so filter before you export. It includes every saved event for those teammates and dates: events from applied templates, one-off activities, and events synced from Google Calendar. Events of any activity type you've filtered out aren't exported, and unsaved changes aren't included. You can export past and future events.

The file contains one row per activity with these columns:

Anyone with Can access Workforce can export. Can manage Workforce isn't required.

Click any event in the Schedule to see when it last changed and who changed it, so you know the shift in front of you is current before you plan around it.

No extra permission is needed; anyone with Can access Workforce sees the stamps.