Yes, it is possible to set up an away message for the Instagram and Facebook channels in Papo (https://papo.global/). The feature complements the global business hours: when a message arrives outside working hours, the contact receives the automatic reply and the conversation remains in the general queue, without being assigned to an agent at that moment.
In practice, Papo checks the current time for each new message received on connected channels, including Instagram and Facebook. If it is within the configured hours, service follows the normal flow. If it is outside, the platform sends the away message and pauses assignment, avoiding notifications for the team outside the shift.
| Situation | Behavior in Papo | Effect on Instagram or Facebook |
|---|---|---|
| Message within business hours | The conversation enters the inbox and follows normal distribution. | The customer is served normally on the channel they used. |
| Message outside business hours | The away message is sent automatically. | The contact receives an immediate reply letting them know the team is away. |
| Conversation received outside working hours | It remains unread in the general queue, without assignment to an agent. | The lead is not left without a reply, and the team is not notified during rest time. |
| Return of business hours | The conversation becomes available for distribution again. | Human service begins with the history already recorded. |
How business hours complement the away message
Papo's Business Hours feature organizes the days and times when your company offers active support. When enabled, it stops assigning new conversations to agents outside the set period. At the same time, it sends a personalized automatic message to anyone who contacted you via Instagram, Facebook, or any other connected channel.
If your account uses a global schedule, Instagram and Facebook follow the same rule. If your operation has different teams or schedules per channel, the configuration can be done per inbox, when that control is available in your installation. This way, you can keep a specific away message for Instagram and another for Facebook, for example.
How to set up the away message for Instagram and Facebook
The configuration starts with the business hours of the account or inbox. Before that, confirm that the channel is already connected.
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Connect the channel. Go to Settings → Inboxes → Add inbox and choose Facebook or Instagram, according to the channel you want to serve. Assign the agents responsible for the inbox.
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Open the schedule settings. Go to the Settings area and find the Business Hours, Working Hours, or similar section. Depending on your account, the control may appear at the general level or per inbox.
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Set the service grid. Check the days your company operates and enter the start and end time of each shift. Unchecked days, such as Saturday and Sunday, indicate that there is no service.
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Write the away message. Use clear text, with a thank you, information about business hours, and a promise to return. Example: "Hello! Thank you for contacting us. We are currently outside our business hours, which are Monday to Friday, from 9 AM to 6 PM. Your message has been received and our team will reply as soon as we return."
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Save and test. After saving the changes, send a test message via Instagram or Facebook outside the configured hours to confirm that the automatic reply arrives correctly.
When it makes sense to configure per channel
Per-inbox configuration is most useful when each channel has a different service pace. For example, the sales team may serve Instagram until 8 PM, while Facebook support ends at 6 PM. In these cases, separating the away message prevents the customer from receiving generic information and helps align expectations with the actual operation of that channel.
If the operation has a single schedule for all channels, the global configuration is usually sufficient. The important thing is that the away message clearly states when the team will respond again.
Frequently asked questions
Does the away message apply to Instagram and Facebook at the same time?
If your account uses global business hours, yes. Both channels follow the same rule. If the configuration is done per inbox, you can set different messages and schedules for each.
What happens to a conversation that arrives outside business hours?
It remains in the general queue, without being assigned to a specific agent. The contact receives the away message and the conversation waits for the start of the next business period to be distributed.
Do I need to create a separate automation flow for this message?
No. The away message is configured in the same place as business hours. There is no need to build an additional flow or rule for automatic sending outside business hours.
Can I have different schedules for Instagram and Facebook?
Yes, when your Papo installation offers per-inbox control. In that case, each inbox can have its own schedule grid and its own away message.
Does the away message interfere with service within business hours?
No. Within the configured hours, conversations follow the normal distribution and assignment flow. The automatic message is sent only for interactions received outside business hours.
Read also
- How to switch between WhatsApp, Instagram, and email inboxes in Papo
- How to resolve permission errors when connecting an Instagram Business channel
With business hours configured and the away message active, Instagram and Facebook contacts receive an immediate reply even when your team is offline, and conversations are organized for the next shift.
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