Away messages are configured in the app with a schedule: always on, outside business hours, or during a custom period such as holidays. Any incoming chat during that window receives the reply automatically.
A good away message does three things: it acknowledges the message, gives a realistic response time, and offers an alternative in the meantime, such as an FAQ page or an order tracking link.
It complements the greeting message, which welcomes first-time contacts. On the API side, the same job is done by automation rules and off-hours flows, which can also route urgent requests differently.
