Away / Instant Message

If a customer reaches out to you during closing hours, away/instant message will be sent out based on your preferences.

"Away Message" or"Instant Message" will be sent once only to "processing" customers.

Please note:

• "Away Message" or "Instant Message" will be sent once to customers whose conversation status is in "Open/Chatbot/Closed" status.

• When a conversation is "Closed" and the customer starts it again, "Away Message" or"Instant Message" will also be triggered, and the chat will appear under Open – Live Chat.

• If "In Progress" is included in your Case Status settings, once a team member follows up on a case , the trigger eligibility is reset. Any subsequent message sent by the customer will then successfully trigger the "Away Message" or "Instant Message" again.

How to setup on Omnichat admin page

1. Select the social platform you want to configure.

2. Choose the account for that platform.

3. In the Away/Instant Message section, click “Create”.

4. Choose whether to enable this message.

5. Set the time period for receiving messages: either anytime or a specific time range.

6. Event Status: If you want this message to trigger even for conversations in “In Progress”, make sure to check this option.

7. Configure the message content using text or a bot module. When using text, you can include the contact name parameter.

8. After finishing the settings, click “Create”.

Example 1: Set Up Both Away Message and Instant Message

Given that your business hours: Monday to Friday, 10 AM to 7 PM.

Firstly, create an "Instant Reply", to be received at "Specific time"

You can use customer name in message.

And then create another instant reply, to be received from Monday to Friday, 10:00 to 19:00

You can use customer name in message.

Example 2: Set up "Away Message " only

Given that your business hours: Monday to Friday, 10 AM to 7 PM.

Create an instant reply, to be received from Monday to Friday, 10:00 to 19:00.

You can use customer name in message.

Create another instant message, to be received on Saturday and Sunday, 00:00 - 23:59.

You can use customer name in message.

Example 3: Set up instant message only

Given that your business hours: Monday to Friday, 10 AM to 7 PM.

Create an instant reply, to be received during Monday to Friday, 10:00 to 19:00.

FAQ

• When a customer is already bound to an OMO sales representative, offline/instant messages will no longer be triggered. It is recommended to set up offline messages under the OMO module by configuring "Auto Response During Off Business Hours" instead.