Hi team,
Is there a way to create an auto reply only after business hours?
Answered
Auto-reply after business hours
Best answer by conor
I’m not too sure about that
I can think about a different approach, which is a bit more complicated, such as tagging a user after the auto message (and using that tag as a filter before the auto message - "person tag is not x"), and the "wait" action for 24 hours, before removing that tag.
That's assuming no teammate would answer in that waiting period because that would interrupt the flow and prevent the tag from being removed.
Could you use a workflow to set a user attribute to a specific date and time? Then add a branch to send the message only if that date and time was more than 24 hours ago?
That could give you the result you need here - although I’m curious about how many customers send multiple messages in out of hours and are surprised to get the automatic reply
+1Thank you for replying. Is there a way to send auto-replies from monday to thursday, and then if it’s friday, change the message because we don’t work during the weekend?
+1Hmm, I don’t think so - is there a particular reason you can’t state the office hours in the message and keep the same message?
eg: “Our office hours are Monday to Friday, 8am-7pm ET, we’ll be back to you when we’re back online!”
I’m curious to hear what the two different messages would help with!
+1You can set custom office hours for Friday and include these as your first branch, setting a different message for each one.
Thank you so much Nurit.
One more question. How can I set it up to only send one out of office message per 24h?
Let’s say if the customer sends more than 1 email during that time. Does it only send one auto reply or?
+1I was thinking about using the "last heard from" as a trigger, but unfortunately, it seems to work differently in the "customer sends their first message" workflow (where it considers the current email as the last correspondence from the customer) than it does in the "customer opens a new conversation in the Messenger" workflow (where it considers the previous chat with the customer as the last correspondence), even though both are used as a trigger.
I'm not sure if this is a bug. Perhaps someone from Intercom support team can provide some insight on that.
I can think about a different approach, which is a bit more complicated, such as tagging a user after the auto message (and using that tag as a filter before the auto message - "person tag is not x"), and the "wait" action for 24 hours, before removing that tag.
That's assuming no teammate would answer in that waiting period because that would interrupt the flow and prevent the tag from being removed.
I’m trying to do something like this, to see if the workflow avoids to send the autorplies.
+1I’m not too sure about that
I can think about a different approach, which is a bit more complicated, such as tagging a user after the auto message (and using that tag as a filter before the auto message - "person tag is not x"), and the "wait" action for 24 hours, before removing that tag.
That's assuming no teammate would answer in that waiting period because that would interrupt the flow and prevent the tag from being removed.
Could you use a workflow to set a user attribute to a specific date and time? Then add a branch to send the message only if that date and time was more than 24 hours ago?
That could give you the result you need here - although I’m curious about how many customers send multiple messages in out of hours and are surprised to get the automatic reply
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