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                          • Account Settings
                            • Good to Know

                              Set Account-Wide Out-Of-Office

                              For times when the entire Organization will be off, System Administrators can set up an Account-wide Out of Office and Auto Reply, making it easy to communicate to your customers that your entire team is away and to let them know when you’ll be back.

                              Here’s how:

                                1. Within Settings, click on Out of Office.
                                2. Make sure you are on the Account-wide tab, not the Personal section.
                                3. Under the Schedule section, create a title for this organization-wide closure.
                                4. Select the appropriate date range by clicking on the calendar icons.
                                5. In the ‘Set an Auto Reply’ section, enter the message you would like displayed to customers on behalf of the organization.
                                6. This message should set expectations with the customer about when to expect a response.

                              The Auto Reply replaces the follow-up Thank You Email, and will prevent Dialogues from aging.

                              Setting Exceptions

                              You can also set exceptions to your account-wide out of office. If, for example, your emergency support team will continue to answer Dialogues during the time others are away, customers who reach out to the Interest Areas that are part of the exception will continue to receive the standard Thank You Email, and Dialogues for those topics will continue to age. To add an exception, simply choose ‘Add an Exception’ below the auto-reply and select the applicable Interest Areas.

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