The Auto reply feature allows you to customize an auto-reply message to your guests. You are able to choose when and how your message will be sent.
How to set it up?
To configure the auto-reply and edit the desired template replies, first check the time frames you have set up on your Basic Settings:
Go into Settings > Communication > Auto-reply
Here, there are two options:
- Active Hours - while your staff is online.
- Away Hours - while your staff is out of the office for the day.
Setting up your Auto Reply Message
- Response speed:
The feature allows you to select the response speed ➝ when will the guests receive an auto-reply after they sent a message. In addition, the message can be translated into all of our 17 languages to be accessible to all.
- Pause after Auto Reply:
Auto-replies can significantly save your staff time while messages from guests are flowing in, but too many auto-replies can cause your guests some frustration. You can now prevent a continuous loop of auto-replies sent to guests by defining how long you want to pause them after the first one has been sent.
For example, if the pause time is set to 24 hours, the guest will receive one auto-reply after the first message they send, and then auto-replies will be paused for 24 hours after that.
Please Note: The default configuration is that auto reply will not go off for 24 hours when there is no setup
Customize your Text:
Last, there are dynamic parameters on the right of the page, you can make every message personal for your guest.
This is an example of an Auto-reply using the dynamic parameter with the guest name and your company name, of course, there are a lot of parameters you can use in order to personalize your message better.
That's about it for the Auto-reply feature!
- What happens if the chat remains unopened/open?
The automatic message will be sent according to your settings, only if the Chat has not been opened from the Host's side
If there is a chat message from the guest, and the host did not send messages in the past 24 hours - the auto reply will send after the time period set (2 minutes for example)
2. After the waiting the system checks again if there was a reply from admin, if there wasn’t the auto reply is sent