Set Out of Office
Set an out-of-office status to let customers and teammates know you're away. While you're out of office you're removed from new-chat routing, customers see the message you set, and any customers stuck to you can be routed to a colleague instead.
Setting Out of Office
Out of office is set from a short form. You reach it from your status menu.
Set yourself out of office
Mark yourself away until a chosen time, with a message for customers.
Steps:
- Open your status menu in the top bar and select Out of office.
- Choose an Out of office until date and time (defaults to one hour from now).
- Enter a Message shown to customers.
- Optionally pick a Delegate and add an Internal note.
- Click Save.
Result: Your status changes to out of office and shows an airplane icon with your return time across the dashboard.
| Field | Description |
|---|---|
| Out of office until | Required. When your out-of-office ends. Must be a time in the future. Once this time has passed, you are returned to Available automatically the next time you sign in or your dashboard reconnects. |
| Message shown to customers | Required. Shown to customers who reach you while you're away. |
| Delegate (optional) | If set, customers who are sticky to you route to this colleague first while you're away. |
| Internal note (optional) | Visible to teammates and supervisors only. Never shown to customers. |
Change or clear your out of office
Adjust your out-of-office details, or return early.
You do not have to clear your out of office manually when you get back. Once your Out of office until time has passed, signing in (or having your dashboard reconnect) returns you to Available, puts you back into chat routing and stops the away message being sent. Signing in before that time, for example to check something while you are away, leaves your out of office in place.
Steps:
- Open the Out of office option again. The form is pre-filled with your current details so you can change the time, message, delegate, or note.
- To come back early, pick any other status (such as Available) from your status menu.