Setting Up Welcome & Away Messages

Auto-replies help you stay responsive to your customers even when you're not immediately available. You can configure them in Automations > Auto Replies.

Welcome Message

The Welcome Message is sent only the first time a new customer messages you. It's a great way to make a good first impression and set expectations.

To set up a Welcome Message:

1. Go to the "Welcome Message" card and click "Configure Message".
2. Choose your message type:
   • Regular Message: A simple text message. You can use placeholders like {{name}} to personalize it.
   • Template Message: Use a pre-approved message template.
3. Save your configuration.
4. Click the "Enable Welcome Message" switch to turn it on.

Away Message

The Away Message is sent automatically when a customer messages you outside of your set business hours.

To set up an Away Message:

1. Configure the message content just like you did for the welcome message.
2. Set Your Business Hours:
   • Choose your team's timezone.
   • For each day of the week, check the "enabled" box and set the start and end times when your team is available. Uncheck the box for days you are closed.
3. Add Holiday Overrides (Optional): Add specific dates when your office will be closed (e.g., public holidays). The away message will be active for the entire day.
4. Save your schedule.
5. Click the "Enable Away Message" switch to turn it on.

Temporary Override: Need to step away for a short period during business hours? Click the "Activate for 2 hours" button to temporarily enable your away message without changing your regular schedule.