Table of Contents
Where are Auto Replies located?
How do I Update my Auto Replies?
Setting your Office Hours Message
What are Auto Replies?
Auto Replies are organized into two groups: Away Messages, Office Hours Messages
Auto Replies allows operators to set their own automated responses based on their office hours, inactivity, paid time off (PTO), and out of office status (OOO). Any operator in Hi Marley has access to this feature. Operators (all users regardless of role) cannot edit a teammate's auto replies.
Where are Auto Replies located?
Auto Replies is located within the operator's profile. To access, click Profile> Auto Replies.
Types of Auto Replies
Away Messages
Away Messages allow the operator to set unique automated responses e.g. out of office, unavailable, weekend specific.
- Only one Away Message can be created at a time
- Away Messages will still be sent regardless of whether a Secondary Operator is assigned to the claim
Office Hours Messages
Office Hours Messages (OHMs) allow the operator to set specific messages for their work schedule. Operators can configure their work hours, and set unique messages for when they are out of office.
- Optionally, operators can also set a message to be sent while they are in the office, but are inactive for a configurable set of time.
Global Inactivity Message
By default, all Hi Marley operators have a Global Inactivity Message enabled. This message will be sent after 2 hours of inactivity and will have the following text:
"Thank you for your message. We have received your message and will respond during business hours"
When are Auto Replies sent?
How do I Update my Auto Replies?
Setting your Away Message
To create an Away Message, click +Create Message. This will open a New Away Message window where the operator will enter a title and the body of the message. Then, the operator can configure the timing for when this message is triggered to go out.
The title of the Away Message is required in order to create the new message. The save button will not activate if there is no title.
To quickly toggle your status, click on your Profile Icon, click on Away or Active and change it to the desired status.
Setting your Office Hours Messages
To set the OHMs, click +Create New Message. This will open a window to set specific office hours.
i.e. when the operator is working in the office. The operator will select the days and times they work each week and the correct timezone, then click Next. The operator will then be able to create individual messages for when they are in the office working and when they are not.
For the During Office Hours Message, select an inactivity timer (between 1 min and 2 hr) for the message to be triggered.
For example, if 1 minute is selected, and the user assigned to the case is inactive for more than 1 minute, then the During Office Hours Message will be triggered to send on the next inbound text. The reply will only go out once every 2 hours. This message will be sent at all times. Note: the default timer is 2 hours.
There is no requirement to input a During Office Hours Message. After Office Hours Message is required once an Operator's office hours are configured.
After Office Hours Messages will be triggered to go out the moment and operator is "after hours" (active or inactive).
For example, if an operator has Office Hours set to 9am-5pm, the After Office Hours message will be triggered to send on any inbound text as soon as it is 5:00:01 pm. After Office Hours messages will go out on days that are left unchecked.
When an Away Message is turned on, it supersedes the Office Hours message configuration until turned off. OHMs will not be sent outbound if any Away Message is turned on.
Editing Auto Replies
Click the pencil icon on the selected auto reply to open the edit window to make changes to the message, title, or time frame.
Deleting Auto Replies
Click the trash can icon on the selected auto reply to delete. This will open confirmation window where the operator will need to click Delete to continue.