Business hours and holidays

If a customer writes at 10 pm on a Sunday or in the middle of the summer holidays, it is nice to be told when a reply will come. A standing out-of-office reply takes care of that. You write the message once, and Nemma sends it automatically to new customers while you are closed.

How to set it up

Go to Settings → Business hours (the Replies group). Only the owner can change the page, the rest of the team can see it.

1. Business hours - switch each weekday on or off, and choose from and to. A day that is switched off counts as closed. The times are Danish time, and summer time is handled automatically.
2. Holiday - choose First day of holiday and Last day of holiday. Both days count, and the holiday can last at most a year. Clear dates removes the period again.
3. Message to the customer - write a Subject (optional) and the text itself in the Message field. If the subject is empty, Nemma replies in the customer's own email thread with "Re:" in front of the customer's subject. The buttons under the text insert variables where the cursor is: @fornavn, @navn, @butik and @sagsnr. If the customer has no name, the variable is left out, so Hi @fornavn, becomes Hi,. What the email looks like shows the message with example values. The variable names are fixed, and they look the same whatever language Nemma is set to.
4. Switch on the replies you want to use: Reply outside business hours and/or Reply during holidays. You can use them separately.
5. Click Save. The button is fixed at the bottom of the screen, so you do not need to scroll down to it. The times only apply once you have saved.

If you have switched a reply on, there has to be a message before you can save. If all weekdays are closed, all new cases get the message. If you have switched on Reply during holidays without choosing a holiday period, it is never sent.

The message is your own text, not the AI's: it is not rewritten or translated, and there is no AI disclosure. It is always sent to the customer who wrote, never to anyone else.

When the out-of-office reply is sent

Nemma is careful about sending automatic emails, so the out-of-office reply is only sent when all of these hold:

• The email came in by email. Messenger and Instagram do not get it.
• It is the customer's first message in a new case. A customer who is already in the middle of a conversation does not get it.
• The message arrived outside business hours or during the holiday. It is the arrival time that counts, not when Nemma gets round to processing it.
• The case has not had an out-of-office reply before: at most one per case is sent.
• The customer has not had an out-of-office reply on another case in the last 24 hours, so someone who writes ten times over a weekend does not get ten replies. In addition, at most 60 out-of-office replies an hour are sent for the whole shop.

When the AI replies straight away

If the category is on Auto-send and the AI replies to the customer straight away, no out-of-office reply is sent. A real reply is better than a "we are closed". If the AI ends up holding back, for example because the case is escalated or needs your approval of an action, the customer is waiting for you, and only then is the out-of-office reply sent.

On Manual and Draft the out-of-office reply is sent straight away, while the draft waits for you.

Out-of-office reply and acknowledgement

The out-of-office reply replaces the category's standing acknowledgement: a customer never gets both on the same case. The acknowledgement is only sent if the out-of-office reply was not. You can read about the acknowledgement in Manual, Draft and Auto-send.

In the case's Activity it says Out-of-office reply sent, with the reason Outside business hours or On holiday. The out-of-office reply does not count as a reply: the case is still open, and the time to first reply keeps running.