Yes, it is possible to schedule different away messages for holidays in Papo (https://papo.global/). Instead of editing business hours every time a special date comes up, you use a Flow with a date condition and a send message action. The automation identifies the holiday date and replies with the custom text you defined, while normal operations remain unchanged on other days.
The setup works as a temporary override on top of the inbox's default behavior. When a new conversation arrives, the Flow checks whether the current date matches the scheduled holiday. If it does, Papo sends the holiday away message and, depending on the configuration, can keep the conversation in the queue until the next business day. If the date is not special, the conversation follows the normal flow (including global business hours, if enabled).
| Scenario | Behavior without a holiday Flow | Behavior with a holiday Flow |
|---|---|---|
| Conversation arrives on a regular business day | Normal support or standard away message, depending on business hours. | Normal support, since the date condition is not met. |
| Conversation arrives on a configured holiday | Sends the generic away message (if business is closed) or tries to assign it to an agent. | Automatically sends the holiday-specific message, informing the absence and expected return. |
| Holiday not mapped in the Flow | No special action; the system behaves as if it were a normal day. | Only the days defined in the Flow are handled differently. |
How Flows work for automatic holiday replies
Papo lets you create Flows with multiple steps, including conditions, message-send actions, and other integrations. For a holiday, the flow is simple: the Flow's initial node triggers a date check; if the current date matches the configured one, the Flow runs the node that sends the holiday away message.
This approach does not change your account or inbox business hours settings. The Flow acts independently, intercepting only conversations that arrive on the defined days. You can create a single Flow containing multiple holidays (using multiple conditions) or a separate Flow for each date, which makes maintenance and duplication for new holidays easier.
Step-by-step to create a holiday away message
Before you begin, check that you have permission to create and activate Flows in your Papo account.
- Go to the Flows module. In the Papo dashboard, find the section that manages automations. It is usually called “Flows” or “Automations”.
- Create a new Flow. Give it a descriptive name, such as “Christmas Away” or “Holiday 12/25”. Choose to start from scratch or duplicate an existing Flow that already has similar logic.
- Add the date condition node. In the visual editor, include a node that evaluates the current date. Configure it to compare against a specific date (e.g., 12/25/2026) or a range (holiday eve and holiday). The condition should be true only on the holiday.
- Add the “Send message” action node. Insert an automatic message-send node. Write the special away text, mentioning the holiday, the reason for closing, and when the team will return. Example: “Hello! Today is Christmas and our team is away. We will reply as soon as we return, on 12/26. We wish you a Merry Christmas!”
- Connect the nodes. Link the initial node to the date node; if the condition is true, proceed to the send action; otherwise, the Flow can end without action. You can add an “End” node for clarity.
- Assign the Flow to the inbox(es). Configure the Flow to run on all incoming messages or only on the desired inboxes (e.g., WhatsApp, Instagram). Without this link, the Flow will not be triggered.
- Save and activate. Review the Flow, save it, and switch its status to active. Test with a test conversation on the configured date (or adjust the system date to simulate it) to confirm that the holiday away message is sent correctly.
When it is worth using Flows instead of editing business hours
Using Flows is more practical when you have several holidays throughout the year and do not want to keep manually changing global rules. It is also useful when you want to keep standard business hours unchanged but need a different message on holidays — whether because of tone of voice, return information, or because it is a commemorative date. For operations that close only on specific dates, this approach prevents the team from forgetting to revert changes made directly in business hours.
If your company only closes on Christmas and New Year's and follows a single schedule for the rest of the year, setting it up via Flow is quick and can be duplicated for each holiday.
Frequently asked questions
Does the holiday message replace the standard away message?
Yes, while the Flow is active and the date condition is met, the message defined in it is the one the contact receives. The business hours away message is not sent in that case, provided the Flow runs first or Papo's priority logic ensures the override.
Can I create a single Flow with multiple holidays?
Yes. You can add multiple condition nodes (one for each date) or chain several branches in the same Flow. Just configure each condition for a different date and point it to the respective message-send node.
What happens to the conversation after the holiday message is sent?
The conversation remains in the general queue, without being assigned to an agent until the next business hours period. The Flow can also be configured to move the conversation to a specific status, such as “Pending”, if desired.
Do I need to deactivate the Flow after the holiday?
If the date condition is exact (a single day), the Flow will not be triggered on the following days, so deactivating it is not required. But to stay organized, you can deactivate it after the holiday and reactivate it when the date approaches again.
Can I use this for different replies on regional holidays?
Yes. Since the condition is based on the date, you can create separate Flows for state or municipal holidays if your team serves different regions.
Does the Flow work for all channels (WhatsApp, Instagram, Telegram)?
Yes, as long as you associate the Flow with the desired inboxes. You can restrict activation to specific channels or leave it for all, according to your needs.
Read also
- How to set up a specific away message for Instagram or Facebook in Papo
- How to test an automation Flow before activating it
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