While your Revenue Digital Assistant™ is hard at work engaging leads, there may be a time where they receive an out of office message. Whether the lead is on vacation, attending a conference, or away from work due to personal or professional reasons, your RDA is able to interpret these responses and take the appropriate action.
If the lead’s OOO response indicates they’ll be back on a certain day and to reach out then, the RDA will Check Back Later and continue the conversation on that certain date.
If the message does not provide a date when the lead will be back in the office, the default time frame is to resume the conversation again after one week.
Out of Office responses can be categorized as Out of Office even if the subject line of the email received by the lead does not contain the words “Out of Office”, “OOO”, or “Auto-Reply”. The language used in the body of the email can be enough to determine it as an auto-reply and an Out of Office response; these instances are less common but do occur. Generalized language that does not directly interact with the RDA can be interpreted as auto-reply language which can trigger the Out of Office transition if an Out of Office intent is present in the body of the message.
Auto-Replies are not automatically considered Out of Office responses. A standard auto-reply message will be classified as Stop Messaging and an auto-reply that indicates the contact’s contact information has changed and provides an alternate email address will be classified as Lead to Review. Sometimes an auto-reply can indicate that a contact no longer works for the company and these messages will be classified as No Longer at Company. The main requirement of an Out of Office message is that it is an auto-reply and that it indicates the contact is not currently in office whether they provide a timeframe in which they will be back or not.
|Out Of Office
|Dates in the Past
|If the date extracted is in the past, we delay sending for a default 3 days
|No Date Given
|If we do not extract a date, we delay sending for a default 7 days.
|Continuous OOO Responses
|If the lead continues to send us OOO responses, we will continue to message them using OOO language until we reach the maximum number of attempts, when we will stop
Non-English Auto OOO Responses
Subject Lines Examples:
- “Thank you for your email! I am currently onsite so please excuse my delayed responses”
- “I am currently out of the office until Monday June 26 and will respond to your email once back.”
- “Hello, currently I'm out of the office or I'm assisting another customer. Please be assured that either myself or one of our sales consultants will get back to you as soon as possible.”
- “Dear Sender Holiday from June 22 ~ 24. Please call me for emergency. Have a nice day!”
- “Thanks for your email. It is a public holiday.”
- “I will not be working until Tuesday 20th June.”
Q: Does Conversica read international date formats and treat them accordingly?
A: No, Conversica does not currently read international date formats. If we receive a date such as 8/7/23 for a customer in a country that uses dd/mm/yy formatting, we will treat that as August 7th instead of July 8th. If we receive a date that doesn't work with mm/dd/yy formatting such as 30/7/23 we will default to a 7-day delay. There is currently no way to change OOO response reading by customer/location
Q: Are responses that indicate the lead is Out of Office due to parental leave considered Out of Office?
A: Yes, these responses will be considered as Out of Office if we are provided a date they will be back in office (within 6 months), and if we are not provided a timeframe we will use a default Out of Office time frame until we reach the maximum attempts to reach them.