Create a rule that will send an auto-response if you are unable to reply to a customer due to a heavy workload or non-business hours. This message will help the customer understand that their case has reached you, and you will definitely respond.
If there are no messages from either party in the chat for a certain time (10 minutes by default), we transfer it to all cases list, since there is no real-time communication in it. With the help of this condition you are able to set up the auto-response rule:
The action to add a label and the condition to check for the absence of this label prevents the auto-response from being sent again. Example:
That being said, you obviously want the customer to get an auto-reply the next time he/she contacts you outside business hours again. Therefore, we need to create another rule that will remove the label after the agent's response:
