How do I set up auto responses for a channel?

Last updated: November 5, 2026

Set up channel auto responses to automatically acknowledge messages or route contacts when your team is unavailable.

Before you start

  • Confirm you have permission to edit channels.

  • Set the channel’s business hours first if the auto response depends on open or closed hours.

  • Prepare the response message, chat agent, or sequence you want to use.

Steps

  1. Open Settings → Organisation Settings → Channels.

  2. Find the channel you want to update.

  3. Select the ... menu under Actions.

  4. Select Edit Channel.

  5. Open the Auto Responses tab.

  6. Choose when auto responses should send: always, only when the channel is open, only when the channel is closed, or never.

  7. If using an auto response, choose the action type: Send Message, Start Chat Agent, or Add to Sequence.

  8. Configure the selected action.

  9. Select Update Auto Response.

Tips

  • Use auto responses to set expectations outside business hours.

  • Keep auto-response messages short and clear.

  • Use a chat agent when you want automated engagement beyond a simple acknowledgement.

  • Always save changes before leaving the tab.

Troubleshooting

  • If the auto response does not trigger, check the selected open/closed timing option.

  • If the message does not save, select Update Auto Response before exiting.

  • If a sequence does not start, confirm Add to Sequence is selected and the sequence is active.