People need sleep—and sometimes an office field trip. More importantly, it’s courteous to let customers know their message was received and that you’ll follow up soon. A short, friendly auto-responder sets the right expectation. Keep it simple and avoid anything that sounds long or robotic.
Auto-responders are available only for email channels.
Set up an auto-responder
- Go to Settings and select Email Channels.
- Find the email channel you want to update and select Off to open the autoresponder settings.
- Select Autoresponder Enabled, then choose whether the auto-responder should always be on or restricted to a specific time range.
- If needed, set the auto-responder to follow your office hours.
- Select Update to save your changes.
Office hours behavior
When autoresponders are tied to office hours, they behave as follows:
During office hours, autoresponders are turned off. Outside of office hours, they are turned on.
You can edit office hours by going to Settings > Messaging > Office Hours.
How autoresponders are sent
Autoresponders are sent once per conversation thread. To prevent spam, Re:amaze also applies a 10-minute limit per recipient. If a customer starts a new thread within 10 minutes of a previous one, another autoresponder is not sent. If they start a new thread after 10 minutes, a new autoresponder is sent.
Test your auto-responder
To test your auto-responder, send a message from an email address that is not associated with a Re:amaze staff account.