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Business hours and the automatic reply

Set when your team works, and choose whether new email gets an automatic reply.

Business hours

  1. On the Email page, under Business hours, an admin chooses a Time zone, such as Europe/London.
  2. Tick the Days your team works, and set when it Opens and Closes. The same hours apply to every day you tick.
  3. Press Save hours.

Hours that run past midnight aren't supported. Clear them removes your hours, unless the automatic reply uses them: change or turn off the reply first.

Your hours are used in three places:

  • the Inbox, which says when you are outside them, for example "back on Monday at 9:00";
  • the Insights page, which adds the median time to a first reply counted in business hours;
  • the automatic reply's {hours} and {back}.

The automatic reply

The automatic reply is on Growth and Scale, and off until an admin turns it on. It needs your checked support address.

  1. On the Email page, under Automatic reply, choose when to Send it: To every new email, or Only outside business hours (this needs business hours).
  2. Edit The reply. {first_name}, {company}, {hours} and {back} are filled in. Up to 1,500 characters.
  3. Press Save. The page shows how it would read for a customer called Sam Lee.

To turn it off, choose Off and save.

What the customer gets

  • One short email with the subject "Your message to" and your company name, sent like a reply from the inbox. If the customer answers it, their answer joins their conversation.
  • {first_name} is their first name only when it reads as one plain first name. Otherwise it is "there".
  • The conversation notes that it was sent. It never counts as your team's reply in reports.
  • It is marked as an automatic reply, so other automatic systems don't answer it.

When it isn't sent

  • Only a new conversation from email gets one: never a chat hand-off, and never a customer writing again.
  • Only email written and received in the last hour, so a backlog never gets one.
  • Not when the email's Reply-To is on a different domain from its sender, and never to your own addresses.
  • At most one a day to the same person from your company, and 3 a day to one address across Swaru.
  • At most 20 a day from your company to one domain (the big mail providers aside), and 100 a day from your company in all.

Still stuck? Write to hello@getswaru.com.