How to set up working hours and an out-of-hours auto-reply

1. Open “Settings” → “Rules” → the “Working days” tab.
2. In the “Chat working hours” section, set the hours “From … to …” (Moscow time) and tick “Days off”. The “We don’t work on Russian public holidays” checkbox takes holidays and day transfers into account according to the production calendar.
3. In the “Calendar” section, click a day to make it a non-working day or give it its own hours; “As per schedule” restores the normal mode.
4. In the “Out-of-hours auto-reply” section, enable “Reply to the customer automatically when they write outside working hours”.
5. Choose a text from “Ready-made templates…” or write your own. The buttons above the field insert variables: customer name, start and end of work, working days, “When we’ll reply”. A preview is shown below.
6. Set “Reply after … seconds if no staff member has answered the message” (0 — immediately) and click “Save” (or Ctrl+S).

The auto-reply is sent once per non-working period in each conversation, in all channels except T-Bank and the organization chat. If a staff member replied during the delay — whether from the multichat, from a marketplace seller account or from a phone — the auto-reply is not sent. It is also not sent when the conversation is already in the “Completed” or “Trash” folder.

At the top of the tab you can see whether it is currently working time and when the next working period begins.

If it didn’t work

• The auto-reply doesn’t arrive. Check that the schedule is saved: until the first “Save”, the auto-reply is not sent at all.
• There is a yellow scheduler warning in the window. In that case a delayed auto-reply will only go out with the next incoming message. Tell the server administrator or set the delay to 0.
• The customer received the auto-reply once but wrote three times. This is by design — so as not to flood them with identical messages.