Away replies
When a customer writes in and your whole team is away, UserJot sends a short acknowledgment so the message does not feel like it fell into a void:
We've notified the team — they'll reply as soon as they can.
That is the entire feature from the customer's side. This page covers when it fires and when it stays quiet, because the rules are deliberately conservative.
When an away reply is sent
All of these need to be true:
- A customer sent a message (or Juno just handed the conversation to your team) and the conversation is waiting on you.
- Every operator has availability configured, and all of them are currently offline: outside their scheduled hours, not active in the app, or set to appear offline.
- Juno is not handling the conversation. When Juno is active, customers get a real answer instead of an away message.
The reply is sent once per waiting stretch, not once per message. If the customer sends three messages while you are away, they get one acknowledgment. After your team replies and the customer writes again during another away stretch, they can get another.
When it stays quiet
A few situations block away replies on purpose:
- Anyone on the team is within hours or actively using UserJot. One available operator means no away message.
- Any operator has no availability configured. UserJot cannot tell whether that person is away, so it says nothing — a single unconfigured operator keeps away replies off. If you want them, make sure every operator has either app presence or a schedule set up.
- The conversation is an automated email thread, like a receipt or system notification.
The message is fixed
There is no away message editor right now. The wording above is what ships, localized to the customer's language where supported. If you want to set expectations in your own words, use the reply-time expectation on the
Widget settings page, which shows before a customer even starts a conversation.