We’ve updated the behavior of the auto-responder for Chat, Facebook Messenger and Smooch integrations.

The auto-responder is not related to agents availability anymore, but will instead behave differently depending on whether we’re currently during your business hours or not.

During business hours: if a new ticket is created by a customer message and no one answers after 30 seconds, an automatic reply will be sent to the customer, reply which you can choose among 4 options:

Outside business hours: if a new ticket is created by a customer message, an automatic reply will be instantaneously sent indicating when is the soonest time when agents will be available (based on your business hours)

All those messages are translated into the language used by your integration, which you can now configure on the “Overview” or “Appearance” page of each of those integrations.

Please let us know what you think of this update!