Why it matters

Auto responses help customers receive timely replies while keeping the behavior tied to each channel's business hours and workflow needs.

Key Concepts

Send Auto Responses: This setting controls when automatic responses should be sent for the channel.

During Business Hours Auto Response: The action sent when the channel is open and the auto response mode allows it.

After Business Hours Auto Response: The action sent when the channel is closed and the auto response mode allows it.

Open Settings > Channels.
Select the channel you want to update.
Open the Auto Responses tab.
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.
Configure the During Business Hours Auto Response action if needed.
Configure the After Business Hours Auto Response action if needed.
Review the channel's Business Hours tab so open and closed behavior matches your intent.

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 after changing business hours.

Issue	Possible Cause	Fix
Responses send outside expected hours	The auto response mode or business hours may not match the desired behavior.	Check Send Auto Responses and then review Business Hours.
No response sends	Auto responses may be set to Never or the matching response action may be empty.	Choose the correct send mode and configure the relevant response action.
The wrong action runs	The response action may point to the wrong message, agent, or sequence.	Review the action configured under the relevant auto response section.