Business Hours & Auto-Reply
Set when you are available, and what clients hear when you are not.
Overview
Clients will message at midnight. Business hours and an auto-reply set the expectation instead of leaving them wondering, and message templates save your team retyping the same answers.
Messaging Settings
Business hours
Per-day start and end times
Auto-reply
On/off, with the message clients receive
Signature
Appended to your messages
Message templates
Create, edit, delete, and bulk delete
Where: Settings → Messaging.
Templates: saved replies for the answers you give most often — the fastest quality win in support.
Templates: saved replies for the answers you give most often — the fastest quality win in support.
Tips & Best Practices
Put your actual response time in the auto-reply, not “as soon as possible”. “Within one business day” stops the follow-up message you would otherwise get at 6am.