There are 3 steps to configuring and using an OOO message. They are:
Creating the message template in Studio
Configuring the OOO message (including hours)
Checking the Journeys flow settings
Let’s go 🚀
Creating the message template in Studio
To prepare the message your customers will recieve when you’re OOO;
Go to Studio > New Template
Give the template a name and add it to a Category. Next:
3. The template type is Service Template > Create
4. Add your desired text, media, etc. (as you would when building a campaign) > Save:
The template is now ready to be using within the OOO message ⬇️
Configuring the OOO message (including hours)
To configure the OOO message;
Go to Settings > Configurations > Out of office:
2. Select the days and configure the times when the OOO should be sent (you also have the option to select ‘Enable all day’ for the weekends):
3. The select ‘Select Template’ and add the template you created above
4. Finally, enable Out of Office by toggling on
The timezone is set on account level. To update the timezone, go to Settings > Configurations > Timezone.
Checking the Journeys flow settings
By default, all flows are set to override the OOO message.
Of course, there are some flows that require the support of a live agent (like one that’s triaging support requests) you can set the OOO message to be sent, in which case the flow will stop and your agents can respond or manually restart the flow the next day via Conversations.
To access the setting, navigate to the settings of each flow.
The out of office message is only sent once per day (from midnight to midnight).