How do I configure channel auto responses?

Last updated: November 5, 2026

Use the Auto Responses tab to control what a channel sends automatically during business hours, after business hours, or both.

Before you start

  • Confirm you have permission to manage channels.

  • Review the channel’s Business Hours tab so open and closed behavior matches your intended schedule.

  • Decide whether the auto response should send a message, start a chat agent, add the contact to a sequence, or stay disabled.

Steps

  1. Open Settings > Channels.

  2. Select the channel you want to update.

  3. Open the Auto Responses tab.

  4. Choose when responses should send: Always send automatic responses, Only send when channel is open, Only send when channel is closed, or Never send automatic responses.

  5. Configure the During Business Hours Auto Response action if needed.

  6. Configure the After Business Hours Auto Response action if needed.

  7. Save or update the auto response settings.

Tips

  • Use Never send automatic responses when agents or automations handle all replies.

  • Keep during-hours messages short so customers know what to expect next.

  • Use after-hours messages to set realistic response expectations.

  • Review auto responses whenever business hours change.

Troubleshooting

  • If responses send outside expected hours, check the send mode and Business Hours tab.

  • If no response sends, confirm auto responses are not set to Never and that the matching action is configured.

  • If the wrong action runs, review the configured message, agent, or sequence for that response section.