Why an out-of-office message matters
A customer who emails a question and hears nothing back calls a few days later, annoyed, or gives up. A supplier waits for an approval that never comes. An automatic reply solves that: the sender knows straight away that the colleague is away and who they can contact instead.
For planned absence that usually works fine. The problem is unexpected absence. Nobody has turned the message on, and it's tempting to quickly sign in with the employee's password. That isn't necessary, and it isn't wise either.
Setting it up yourself in Outlook
An employee turns on automatic replies in Outlook. In classic Outlook for Windows it's under File, Automatic Replies. In the new Outlook and Outlook on the web it's in the settings under Account, Automatic replies. There the employee chooses:
- A time period. With a start and end date the message switches on and off by itself, so it doesn't stay on for weeks after the holiday.
- A message for inside the organisation. For colleagues it can be a bit more detailed, for example who's covering the work.
- A message for outside the organisation. You can send it only to your contacts, or to anyone who emails.
Setting it up for a colleague who can't
If an employee is ill or has left, an admin can set up the automatic replies for that mailbox. In the Microsoft 365 admin center that's under Users, Active users, the user in question, the Mail tab and then Automatic replies. It can also be done in the Exchange admin center on the mailbox, or with PowerShell. You get the same options as in Outlook: a time period, an internal message and an external message.
That way nobody has to sign in with someone else's password. It keeps things secure and tidy: the audit log shows who did what, and the absent employee's privacy is better protected.
When an employee leaves, you usually turn on automatic replies on the mailbox you convert to a shared mailbox. The email stays readable for a colleague, you no longer pay for a licence, and the sender gets a message with the new contact. Include this in your joiner and leaver checklist.
Watch what you put in the external message
An automatic reply also goes to unknown senders, including fraudsters, and they love these messages. Once they know the managing director is away for two weeks and who's standing in, a fake payment request is quickly written. Read more about invoice fraud. So stick to these rules:
- Short and businesslike. "I'm away until Monday 16 November" is enough. Why someone is away doesn't belong in it.
- Refer to a general address or phone number, such as info@ or the reception number, instead of a personal number or a list of names and job titles.
- For long-term absence or a leaver: refer to the new contact and don't set an end date that means nothing to the sender.
- Turn the message off again. Preferably use an end date, so it doesn't stay on.
Automatic reply or forwarding?
Sometimes a manager wants an absent colleague's email to go to someone else. Forwarding to an external address, such as a personal email address, isn't a good idea: it sends company email outside your environment. Read why in our article on automatic forwarding. It's better to give a colleague access to the mailbox and also set an automatic reply with the new contact.
How Floor ICT handles this
Floor ICT sets up automatic replies for employees who can't do it themselves, at a manager's request and without signing in as that employee. We agree with you who may make such a request, which standard text you use for sickness and leavers, and who gets access to the mailbox. For leavers we include it in the fixed steps: convert the mailbox, arrange access, turn on the automatic reply and release the licence. That way nobody goes unanswered, even when a colleague is unexpectedly away.