Away Messages & Message Forwarding

Set up an automatic away message and forward conversations to another user or team while you’re out of the office.

If you’re away from work, Captivated can automatically let customers know you’re unavailable and route new conversations to another user or team.

Set Up an Away Message

Away messages automatically reply to new messages in conversations assigned to you while you’re unavailable.

Away messages are not sent for conversations you’ve only joined. They only apply to conversations that are assigned to you.

To create or update your away message:

1. Select your profile avatar.
2. Choose My Profile.
3. Open the Availability tab.
4. Scroll to the Away Message section.
5. Enter your away message.
6. Select Save.

How Away Messages Work

Your away message is automatically sent when:

• A conversation is assigned to you.
• A customer messages you outside your scheduled work hours, if you’ve configured a work schedule.
• You manually enable I’m Away.

If you’re participating in a conversation but are not assigned to it, your away message will not be sent.

Temporarily Enable “I’m Away”

Need to step away from your desk?

You can manually turn on I’m Away at any time.

1. Select your profile avatar.
2. Turn on I’m Away.
3. Update your away message if needed.

While I’m Away is enabled:

• Your away message will be sent automatically.
• Your notification schedule will be overridden until you return.

When you’re back, simply switch back to I’m Here.

Forward Messages While You’re Away

If you’ll be out of the office for an extended period, you can automatically forward new incoming conversations to another user or queue.

To enable forwarding:

1. Click on profile avatar.
2. Open My Profile.
3. Select the Forwarding tab.
4. Choose the user or queue that should receive your incoming conversations.
5. Save your changes.

Remember to turn off forwarding when you return so new conversations are assigned back to you.

Best Practices

• Set an away message anytime you’ll be unavailable during normal business hours.
• If you’ll be away for multiple days, forward conversations to another user or queue so customers receive timely responses.
• Keep your away message short and let customers know when they can expect to hear back.

Example Away Message

Thanks for reaching out! I’m currently away from the office and will respond as soon as I’m available. If you need immediate assistance, another member of our team will be happy to help.

Understanding Availability Features

Feature	What it does
Work Schedule	Controls when you receive notifications.
I’m Away	Temporarily overrides your work schedule and enables your away message.
Away Message	Automatically replies to customers when you’re unavailable.
Forwarding	Routes new conversations to another user or queue while you’re away.
I’m Here	Temporarily overrides your work schedule and enables notifications, even outside your scheduled hours.