An away message is sent automatically when a customer contacts you while you are unavailable. It sets expectations letting customers know you will reply when you are back even outside your working hours.
Prerequisites
Stable internet: A stable internet connection is required to set up and send away messages.
A business account: Away messages are configured per business profile, from the Business Hub.
Business hours (for one option): To use the "Outside business hours" schedule, set up your business hours first. See "Set Your Business Hours".
When an Away Message Sends
An away message is sent when a customer contacts you during your configured away period. Like the greeting, it is triggered by a new incoming message or a missed call.
Schedule
Choose when the away message applies:
Option | When the away message applies
|
Always (default) | At all times, until you turn it off. |
Outside business hours | Only outside your configured business hours. Requires business hours to be set up. |
Custom schedule | A specific period you set, with an "Away starts" and "Away ends" date and time. |
Business Hours and the Away Message
If you choose "Outside business hours" before setting up business hours, Arattai prompts you to set them first.
On mobile you can set them up without leaving the flow, and the option is selected for you afterwards. On the Web you set hours in Edit Business Profile from the Business Hub sidebar, then return and select the option again.
If you later remove your business hours, the away message is paused and a warning is shown until you set them up again.
How your business-hours mode affects the away message:
Business hours mode | Away message behaviour |
Always open | Away fires on days you have not marked available. On available days, no away is sent. |
Selected hours | On available days, away fires outside your set time windows. On days you have not selected, away fires all day. |
By appointment only | Away fires on days that are not appointment days. On appointment days, no away is sent. |
Reply Delay
Choose how soon the away message is sent after a customer contacts you:
Immediately (default): The away message is sent as soon as a customer contacts you.
Give me time to reply first: Holds the message for 5, 15, or 30 minutes. If you reply yourself within that window, the away message is cancelled and the customer receives only your reply.
How Often It Sends
A customer receives an away message at most once per 12-hour period. After one is sent, further messages from that customer are held until the chat has been quiet for 12 hours (no messages either way), which resets it.
How to Set Up an Away Message
Android
Open the Business Hub tab.
In the Auto-Replies section → tap "Away message".
Turn on Send away message.
Tap Schedule and choose Always (default), Outside business hours, or Custom schedule.
Tap Reply delay and choose Immediately (default), or "Wait before sending" [5, 15, or 30 minutes].
Tap Recipients and choose who receives it - Everyone (default), Everyone except contacts, Everyone except selected, Only selected.
Tap Edit message to write your away message. Add formatting or one attachment if you like, then tap Save.
Your away message is now active.
Web
Open the Business Hub tab.
In the Auto-Replies section → Click "Away message".
Turn on Send away message.
Click Schedule and choose Always (default), Outside business hours, or Custom schedule.
Click Reply delay and choose Immediately (default), or "Wait before sending" [5, 15, or 30 minutes].
Click Recipients and choose who receives it - Everyone (default), Everyone except contacts, Everyone except selected, Only selected.
Click Edit message to write your away message. Add formatting or one attachment if you like, then click Save.
Your away message is now active.
Default Message
When you set up an away message, this text is suggested by default. You can edit it to suit your business:
Hi! We've received your message and will get back to you as soon as we're back.
Good to Know
A delay lets you answer first: The 5, 15, or 30-minute reply delay gives you a chance to reply in person before the away message goes out.
Driven by your business hours: "Outside business hours" uses the hours and day selection you set on your profile.
Shared settings: Message content, attachments, and recipient options work the same for away and greeting messages. See "About Automated Messages".
FAQs
When is an away message sent?
When a customer messages or calls you during a period you have marked as away, based on your schedule.
Do I need business hours to use away messages?
Only for the "Outside business hours" schedule. The "Always" and "Custom schedule" options work without business
hours set up.
What if I reply myself right after a customer messages?
If you set a reply delay (5, 15, or 30 minutes) and reply within it, the away message is cancelled and the customer
receives only your reply.
How often will a customer get my away message?
At most once every 12 hours. It resets after the chat has been quiet for 12 hours.
What happens on a customer's first message if I am away?
Both the greeting and the away message are sent — the greeting first, then the away message after reply delay. See
"About Automated Messages".
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