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Tell the client as soon as practical, give the exact dates you’ll be unavailable, explain whether you’ll check messages, and name a realistic response date. If urgent requests can go to an authorized colleague or team inbox, include that route; otherwise, explain what the client should do. Clear expectations and a workable next step help maintain continuity, but no wording can guarantee how a client will respond.
What to include in an unavailability message
A useful notice answers the questions the client would otherwise have to ask: When are you away? Will you monitor messages? When should they expect a reply? What should they do if something cannot wait?
- Dates: Give the start and end of your absence, or the period you will be unavailable.
- Monitoring: Say plainly whether you will not check messages or will check them only on a limited basis.
- Response timing: Give a date you can realistically meet. Loudoun County PRCS customer-service guidance recommends including an estimated response date in an out-of-office message.
- Urgent route: If appropriate, provide an authorized alternate and their contact details. Do not imply that you or someone else is offering emergency coverage unless that is actually arranged.
- Continuity: If a request needs follow-up while you are away, say who will handle it and when, or give another realistic next step.
These elements reflect practical guidance from the American Psychological Association and the Loudoun County PRCS Customer Service Handbook. The APA article concerns clinical practice, so its emergency-planning advice should not be treated as a universal rule for every client relationship.
Use a message that matches your availability
Planned absence, fully offline
Send notice before you leave when practical. Make it clear you will not be checking messages and provide a response date. Include an alternate only if that person has agreed and is authorized to handle the matter.
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Example: Hi [Client name], I’ll be unavailable from [date] through [date] and won’t be checking messages during that time. I expect to respond by [date]. If [defined urgent issue] comes up, please contact [authorized alternate] at [contact details]. For other items, please send them here and I’ll follow up when I return. Thanks for understanding.
Planned absence, limited monitoring
If you will check messages occasionally, set that expectation without suggesting you are available on demand. State how often or when you expect to check, and give a response date for anything that can wait.
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Example: Hi [Client name], I’ll be away from [date] through [date]. I’ll check messages on a limited basis, so my reply may take until [date]. For [defined urgent issue], please contact [authorized alternate] at [contact details]. Thank you for your patience.
Same-day unavailability
If an unexpected conflict prevents you from meeting or responding, acknowledge the disruption, state what you cannot do, and offer a concrete alternative. Avoid a vague “I’ll get back to you soon” if you cannot predict when that will be.
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Example: Hi [Client name], I’m unable to make our [time] meeting today. I’m sorry for the short notice. I can meet at [option one] or [option two]; please let me know which works for you. If there’s something time-sensitive before then, [specific next step].
One-off scheduling conflict
Keep a routine scheduling reply short: recognize the request, say you are unavailable at the proposed time, and offer one or two workable alternatives.
Example: Thanks for suggesting [time]. I’m unavailable then, but I can do [alternative one] or [alternative two]. Would either work?
Choose the right urgent contact and next step
“Urgent” should have a practical meaning in your message. If possible, name the type of issue the alternate can handle, rather than directing every request to them. Confirm the alternate is willing, reachable, and permitted to act on your behalf. If there is no coverage, say so and give the best available next step, such as contacting the designated team inbox or waiting for your stated return date.
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Your profession, agreement with the client, and applicable rules may affect what coverage you need to arrange. The APA’s advice about emergency contacts is written for practitioners taking a break from clinical practice; it should be adapted to your actual responsibilities, not copied as a general business requirement. The peer-reviewed 2020 consolidated telepsychology practice model likewise addresses availability and emergency procedures in a specialized clinical setting.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Keep the tone warm without weakening the boundary
Acknowledge the client’s need, state the limit directly, and offer an alternative when you have one. For example, “I understand this is time-sensitive. I’m away until [date], and [alternate] can help with [specific issue]. I’ll follow up on [date].” This is more useful than a long apology or a boundary phrased so tentatively that the client cannot tell whether you are available.
Do not offer a response time, emergency service, or substitute you cannot provide. Loudoun County’s customer-service handbook advises accurate information and cautions staff against promises beyond their capacity. A response date is helpful only if it is one you can meet.
Before you send it
- Check that the dates and return or response date are accurate.
- Make your message consistent across the channels the client may use, such as email and voicemail.
- State your monitoring plan rather than leaving the client to guess. The APA article discusses setting expectations about whether and how often a practitioner will check email or calls.
- Verify any alternate contact and explain what that person can handle.
- For work that cannot be completed before you leave, identify who will follow up and when—or state the next realistic step.
For clinical work, the APA’s practice-management guidance specifically recommends planning an out-of-office email and voicemail that state current unavailability, a return date, and an emergency contact. For other client work, use only the parts that fit your role and obligations.
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