> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/tong-xun-qu-dao/automated-messages/away-message-instant-reply.md).

# Away / Instant Message

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

![](https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LaFmilpuDQ-f7VKjHCH%2F-Li80Ok7mCZQqaGrtw-8%2F-Li80WSe13yhCN6BD0s-%2Finstant_reply_preview.PNG?alt=media\&token=cd12b60e-6e59-4878-97f6-e09028637124)

{% hint style="info" %}
**"Away Message**" or"**Instant Message**" will be sent once only to "**processing"** **customers.**
{% endhint %}

{% hint style="warning" %}
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.
  {% endhint %}

## How to setup on Omnichat admin page

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FoaFBPUoLVp45YpSJ2GnQ%2F%E6%88%AA%E5%9C%96%202026-03-13%20%E4%B8%AD%E5%8D%8812.48.36.png?alt=media&amp;token=f38e5fd6-4720-464e-b0b2-a92f700e4bfa" alt=""><figcaption></figcaption></figure>

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FUOSAoqziB32EJgWOAWes%2F%E6%88%AA%E5%9C%96%202026-03-13%20%E4%B8%AD%E5%8D%8812.48.57.png?alt=media&amp;token=8abc45a5-3e2e-4fbd-9ef3-0da825726985" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2Fzd8RdBYXnrDkBGf9oKNC%2F%E6%88%AA%E5%9C%96%202023-07-05%20%E4%B8%8B%E5%8D%883.56.30.png?alt=media&amp;token=6295bda2-18ad-4403-a31b-6c3520c462de" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FwfLJK436hn5n0db4nArs%2F%E6%88%AA%E5%9C%96%202023-07-05%20%E4%B8%8B%E5%8D%883.57.28.png?alt=media&amp;token=c932eec5-f39a-4dbc-b07c-e28fb15485e0" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2Fzd8RdBYXnrDkBGf9oKNC%2F%E6%88%AA%E5%9C%96%202023-07-05%20%E4%B8%8B%E5%8D%883.56.30.png?alt=media&amp;token=6295bda2-18ad-4403-a31b-6c3520c462de" alt=""><figcaption></figcaption></figure>

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

You can use customer name in message.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F7ggL5WYcZ4GT5BErZ5ux%2F%E6%88%AA%E5%9C%96%202023-07-05%20%E4%B8%8B%E5%8D%884.04.10.png?alt=media&amp;token=1f90f8a4-0b26-4841-9f2d-8fa7800a47df" alt=""><figcaption></figcaption></figure>

### 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.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2Fg8a2RywO7iA10nwrkWYZ%2F%E6%88%AA%E5%9C%96%202023-07-05%20%E4%B8%8B%E5%8D%884.05.19.png?alt=media&amp;token=8b60ecd0-f10b-400c-9416-ded2dc4f7b87" alt=""><figcaption></figcaption></figure>

### 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](https://en-docs.omnichat.ai/features/omo-she-ding/dian-yuan-pai-ban-guan-li#auto-response-during-off-business-hours)" instead.