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Set them under Account settings → Business details, in the Hours section. These are the hours your customer support line is available.

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What uses them

The agent’s context. Your hours appear on the Sales Agent’s Context section, so the agent can answer “are you open?” accurately instead of guessing. Lead routing escalation. Escalation steps can run their timers during business hours only, so a lead arriving Friday evening does not escalate through the weekend. There is also a grace period after business hours: if an escalation becomes due while you are closed, it waits that long after you reopen before firing. See lead routing.

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What does not use them

Appointment availability does not come from your business hours. It comes from the calendar you connect under Capabilities → Booking. Setting your hours does not make the agent bookable, and changing your hours does not change what slots it offers. See appointment scheduling.

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The agent still works when you are closed

That is the point of the product. Outside your hours the agent keeps answering, qualifying, and booking against your calendar. It just sets honest expectations about when a person will follow up.

Appointment scheduling

Connect the calendar the agent books into.