Task:
On holidays, in response to customer messages, send an auto-response about the (company's) support service's business hours during holidays. At the same time, if the agent himself initiates correspondence on the weekend, such notifications should not be sent.
For the rules to work correctly, do not forget to specify holidays in the business schedules settings (administrator account — the "Team" section — the "Business schedules" subsection — the "holidays" block).
Note
Automation rules do NOT include holidays during non-business hours, so you must either add the condition "Rule is executed — during — holidays" to the rule that sends an auto-response about holidays, or create a separate rule with an auto-response about holidays.
The rule for new cases
Note:
1) The condition "Status — is equal to — open" will take the cases created by an agent out of the rules because by default such cases get the status "pending".
2) Adding a note to a case will help NOT to send the customer repeated auto-responses if they write something else after receiving an auto-response about a holiday.
3) Depending on the workflow, in the "Send email to user" action of the rule, select to send the holiday email "only to the main recipient" or "to all recipients" (both main recipient and users who are added to "Copy" and "Hidden copy").
Rules for updated cases
The rule for sending an auto-response to new messages in existing cases.
After the holidays are over, agents will respond to all cases that came in over the weekend. To ensure that the next time a customer writes again on a holiday, he/she will get an auto-response, you need to create another rule that will delete the label after the agent's response.
