How to set up a custom out-of-office message for the email channel in Papo

Yes, you can set up a custom out-of-office message exclusively for the email channel in Papo (https://papo.global/). The feature uses the business hours of the email inbox: when a message arrives outside business hours, the sender automatically receives a reply with information about response times and return schedules, and the conversation stays in the queue without being assigned to an agent.

Unlike a generic automatic reply from the email server, the out-of-office message in Papo is integrated into your multichannel operation. You define the days and times your team answers emails and write a text that will only be sent when the contact happens outside that period. That way, the customer knows exactly when to expect a reply, and your team isn't pinged during time off.

How the out-of-office message for email works

Papo checks the current time for every new email that arrives in the connected inbox. If the message is received within the business hours configured for that inbox, it follows the normal flow: it enters the queue and can be assigned to an agent. If it arrives outside business hours, two things happen:

1. The platform immediately sends the out-of-office message you defined.
2. The conversation is kept in the inbox but isn't assigned to any agent until the next shift begins.

This ensures that every email gets a quick initial reply, even if the team isn't online, and that the response time (SLA) only starts counting when human service can actually begin.

Step by step to set up the email out-of-office message

Before you start, the email channel must already be connected to Papo. If it isn't yet, follow the connection guide first.

1. Connect the email channel.
   Go to Settings → Inboxes → Add inbox, choose Email, and fill in your provider's SMTP details. Assign the agents who will handle this inbox.

2. Access the email inbox settings.
   Under Settings, find the email inbox you want to customize. The business hours option may appear at the account level or per inbox, depending on your setup. To have an out-of-office message exclusively for email, use the per-inbox configuration.

3. Define the schedule grid.
   Check the days of the week your team answers emails and enter the start and end time of each shift. Unchecked days (such as Saturday and Sunday) mean there is no email service on those days.

4. Write the custom out-of-office message.
   In the same place, write the text that will be sent automatically. A good message includes:

   • A thank-you for reaching out.
   • A note that the team is outside business hours.
   • The days and times when emails are answered.
   • An estimate of the response time (e.g., "We'll reply within 2 hours after business hours resume").

   Example:
   "Hello! Thank you for your email. We're currently outside our email business hours, which are Monday to Friday, 9 a.m. to 6 p.m. Your message has been received and our team will reply as soon as we're back. Thank you!"

5. Save and test.
   After saving your changes, send a test email to the connected inbox outside the configured hours and confirm that the automatic reply arrives correctly.

Who this makes sense for

Setting up a specific out-of-office message for the email channel is useful for any operation that:

• Receives sales or support contacts by email and wants to set response expectations.
• Has different business hours across channels (e.g., WhatsApp until 8 p.m., email until 6 p.m.).
• Wants to avoid leaving customers who write at night or on weekends without an immediate reply.
• Needs the team to focus on other demands without interrupting time off, while keeping the customer experience professional.

Frequently asked questions

Can the email out-of-office message be different from the WhatsApp one?

Yes. If you configure business hours per inbox, each channel can have its own message. Just access the email inbox settings and define the text you want, while WhatsApp or other inboxes can have different messages.

What happens to emails that arrive outside business hours?

They stay in the general inbox queue without being assigned to an agent. The sender receives the out-of-office message automatically, and the conversation waits for the next shift to begin before being distributed.

Do I need to create a separate automation for this message?

No. The out-of-office message is configured in the same place where you define the email inbox business hours. No additional flow or automation rule is needed.

Can I include my business hours in the message?

Yes, and it's highly recommended. Letting people know the days and times your team answers emails helps set customer expectations and reduces anxiety about getting a reply.

Is the message sent to all emails or only to new contacts?

The out-of-office message is sent for any email received outside business hours, regardless of whether the sender is a new or existing contact in your database.

How can I test whether the message is working?

Send a test email to the address connected to the inbox at a time that falls outside the configured grid. If everything is correct, you'll receive the automatic reply with the text you defined.

Read also

• How to connect and configure the email channel in Papo

Start for free and set up your email out-of-office message →

With Papo, you can try it for free and organize email service with automatic replies that let people know your business hours.