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Away messages

Channeled enables away message auto-replies to customers during designated holidays or offline hours. You can designate these in Settings. Away messages will come from your team’s workspace avatar and name, and will be posted as a message reply to your customer’s original thread.

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Setting business holidays

You can set business holidays in Settings. These can be single dates (Nov 25) or date ranges (Dec 25 - Jan 1). When dates are set, they are mapped using the user’s timezone (e.g, if you are a user based in PST, the Nov 25 date mapped reflects the exact date and time in PST.)

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Customizing away messages by business holidays

When you create business holidays, you can map custom away messages to respond during the corresponding dates.
When you have away messages activated, they replace your team’s standard helpdesk responses to prevent duplicate or conflicting messages from being delivered to customers. Tickets will still be created from escalation paths or shortcuts.

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Setting business hours

You can set business hours in Settings. After setup, this can be used to audit response/resolution times inclusive or exclusive of your team’s normal business hours.