Using Rules to Set an Agent Out of Office

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Overview

When your agents are out of the office, you can set an Inbound Interaction Rule so any replies to their cases will be set as unassigned and other members of your team can reply. Alternatively, you can assign all that agent's cases to a different agent.

Steps

  1. ​Go to AdminCasesRulesInbound Interactions
  2. Click + Add Rule
  3. For this example, we'll call it "Martha's Out of Office" rule for Martha, an agent who is out of the office.
  4. For Add "All" Condition, add "Case Assigned Agent is Martha"
  5. For Rule Actions, add "Set Case Assigned Agent Unassigned"
  6. Enable the rule and click Update.

With this rule, you can enable it whenever Martha is out of the office and disable it once she's back in the office.

To set an Out of Office rule for all agents through one rule, use the following steps:

  1. ​Go to Admin > Cases > Rules > Inbound Interactions
  2. Click + Add Rule
  3. Call it "Out of Office" rule.
  4. For Add "Any" Condition, add "Case Assigned Agent is Martha" and repeat for each agent that is Out of Office at the time. You can then remove the condition associated with a particular agent when that agent comes back to work.
  5. For Rule Actions, add "Set Case Assigned Agent Unassigned"
  6. Enable the rule and click Update.


As an alternative, you could instead respond with an out of office message using these instructions.