What is Auto-Reply?
Auto-reply automatically sends a response when a customer sends a new message. This ensures customers know their message has been received, even when your team is busy or offline.
Setting Up Auto-Reply
- Go to Settings → Auto-Reply
- Enable auto-reply for the desired channels
- Write your auto-reply message
- Configure when auto-reply should trigger:
- All new conversations
- Only outside business hours
- Only when no agents are online
- Save your settings
Auto-Reply Examples
General acknowledgment
"Thanks for reaching out! We've received your message and will get back to you within 2 hours during business hours."
After-hours message
"Hi there! Our team is currently offline. We'll respond to your message when we're back online at 9 AM EST. For urgent issues, please email urgent@yourcompany.com."
High-volume period
"Thanks for your message! We're experiencing higher than normal volume right now. We'll get back to you as soon as possible."
💡 Tip: Keep auto-reply messages short and set realistic expectations for response times. Customers appreciate honesty about wait times.