Overview
The Inactivity Auto Reply is an automated message sent to customers when a message is received on a case and the assigned operator has been inactive for a defined period of time. This helps set expectations with customers and ensures they receive a timely response, even when an operator is temporarily unavailable.
Who Has Access
System Admins can configure the Inactivity Auto Reply setting.
The auto reply applies to cases assigned to operators who do not have a personal Auto Reply configured in their user profile.
Where to Find It
The Inactivity Auto Reply setting is available in Settings > Organization > Inactivity Message Reply . From there, System Admins can:
Enable or disable the feature
Define the inactivity threshold (in minutes)
Customize the auto reply message text
How It Works
When enabled, the Inactivity Auto Reply is triggered when:
A customer sends a message on a case, and
The assigned operator has been inactive for longer than the configured time threshold, and
The operator does not have an Auto Reply set up in their profile.
Once those conditions are met, the system automatically sends the configured reply message to the customer.
Inactivity Threshold
Admins can set an inactivity threshold (for example, 10 minutes) to determine how long an operator must be inactive before the auto reply is sent. This threshold helps balance responsiveness without sending unnecessary messages.
Auto Reply Message
Admins can customize the message that is sent to customers. This message should:
Acknowledge the customer’s message
Set expectations for a follow-up
Maintain a friendly, on-brand tone
Example message:
Hello! I’m currently away from my desk. I look forward to replying to your message when I return. Thank you for your patience and for texting with us.
Important Notes
The Inactivity Auto Reply only applies if the operator does not have a personal Auto Reply configured.
If an operator has set up their own Auto Reply in their profile, that message will take precedence.
This feature helps ensure consistent customer communication during short periods of operator inactivity.