Best Practice for Holiday Season: Auto-Reply

To avoid unanswered tickets and set the right expectations, we strongly recommend activating an Auto-Reply for incoming messages during the holidays.

🔎 Why this matters

• Customers immediately know their request was received

• You set clear response-time expectations

• Your team reduces follow-up messages and pressure

• A more professional customer experience - even when offline

🫵 Best practice for your Auto-Reply

• Confirm receipt of the message

• Communicate limited availability or holiday hours

• Share when customers can expect a response

• Optionally link to FAQs or self-service resources

Example Auto-Reply

Thanks for reaching out! Our support team is currently operating with limited capacity during the holidays. We’ll get back to you as soon as possible after {{date}}. Thank you for your patience.

⚙️ How to Set-up:

🚨 Watch our Loom here or follow these instructions:

1. Set Date-specific hours

a) Click on your profile down below

b) Click on Settings

c) Enter your Date-specific hours (enter Holiday here)

d) Set your time-zone

2. Enable Auto-Reply

a) Go to channels -> E-Mail -> then select an E-Mail Account

b) Scroll down to "Auto-Reply Settings" -> Click on "Outside Business Hours".

You can then enter an Auto-Reply message. Enable via the slide and save changes. DONE!