The Away Message is your 24/7 front desk. It automatically replies to customers who message you outside of your set business hours, ensuring no customer feels ignored.
You can configure your Away Message in Automations > Auto Replies.
Use Case 1: Standard "Out of Office" Reply
This is the most essential use case. It informs the customer that you are currently unavailable and when you will be back.
- Message Content: "Hello! Thanks for your message. Our team is currently offline. Our business hours are Monday to Friday, 9 AM to 5 PM EST. We'll get back to you as soon as we're back in the office!"
- Why it works: It manages expectations perfectly and prevents customers from sending multiple follow-up messages wondering if they've been seen.
Use Case 2: Capturing Leads After Hours
Turn your away message into a lead-capturing tool.
- Message Content: "Hi there! You've reached us after hours. To make sure we can help you as soon as we're back, could you please leave your name and a brief description of your inquiry? We'll follow up first thing in the morning."
- Why it works: It encourages the user to provide more context, turning a simple "hello" into a qualified lead for your team to address when they start their day.
Use Case 3: Promoting a Self-Service Alternative
Direct users to resources where they might find an answer immediately, even when you're offline.
- Message Content: "Thanks for reaching out! We are currently closed. While you wait, you might find the answer you're looking for in our Help Center."
- Buttons (Template): Use a pre-approved template with a "Visit Help Center" button that links to your support page.
- Why it works: It provides immediate potential value to the customer and can deflect a support ticket, saving your team time.
Best Practices for Away Messages
- Be Clear About Your Hours: Always include your hours of operation and timezone.
- Provide an Alternative: If possible, link to your website, FAQ page, or help center.
- Use the Temporary Override: If your team needs to step away for an unexpected meeting during business hours, use the "Activate for 2 hours" feature to temporarily enable the away message without changing your entire schedule.