> ## Documentation Index
> Fetch the complete documentation index at: https://captivatedllc.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

<Note>
  Away messages are **not** sent for conversations you've only **joined**. They only apply to conversations that are assigned to you.
</Note>

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](https://app.mintlify.com/captivatedllc/captivatedllc/~/d2255645-aad8-4cca-b2bc-2b1c9d73c8e5) or [queue](https://app.mintlify.com/captivatedllc/captivatedllc/~/6b581c77-bf91-4c70-9611-f0cb28bb2a12) that should receive your incoming conversations.
5. Save your changes.

<Note>
  Remember to turn off forwarding when you return so new conversations are assigned back to you.
</Note>

## 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 <br />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. |