Set up Auto Replies to automate responses to frequently asked questions, or provide a predetermined response based on the time of day or day of the week that the customer writes in.
Auto-Reply Overview
Set up Auto Replies to automate responses to frequently asked questions, or provide a predetermined response based on the time of day or day of the week that the customer writes in.
You can change your auto-reply based on business hours, non-business hours, or specific days/hours. This helps set clear expectations for your customers, letting them know when they can expect a response.
Auto Replies are fully customizable, you can set unique replies for all conversations, new conversations, any incoming message, or when your Messenger inbox is at a certain capacity. Never miss a conversation with Patch Auto-Replies!
What is an Auto-Reply?
Auto Replies are messages that are sent for a predetermined use.
Examples of this could include store hours, location/address, return policy, etc.
How to Set Up an Auto-Reply
To set up an Auto-Reply, first select the desired Auto-Reply from the list, and its details will be displayed. Or you can create a new Auto-Reply by clicking the purple plus button. You will notice that some Auto Replies are marked as Enabled while others are Disabled.
To reorder your Auto Replies, click the three lines icon next to the name and drag it to your preferred position. The priority of the replies is determined by their placement in the list; only the highest priority message will be sent if there are multiple replies for the same scenario.
To create a new Auto Reply, click the (+) button located in the lower-left corner. You will find various settings that you can customize:
You have the option to specify when the autoresponder should be active. You can choose to have it respond at all times, during business hours, or outside of business hours. The checkboxes will automatically select the appropriate time frames based on your account settings. You also have the flexibility to set custom time frames by selecting specific days and times for the Auto Replies to be active.
Once you have determined the time frame for your Auto Reply, you can choose the audience that will receive the reply. The available options include:
- All new conversations
- Any incoming message
- Any message that passes (uses) a filter
Next, let's explore how each of these options can be used effectively.
The ‘Any incoming message that passes a filter’ option allows you to create specific responses based on keywords. For instance, if a customer asks for the store location, you can create a filter that triggers the Auto-Reply when the incoming message contains keywords like ‘location’ or ‘address.’
The ‘Any Incoming Message’ option is particularly useful for sending automated replies after business hours. This ensures that any messages received outside of your specified hours will receive the designated Auto-Reply.
The ‘All New Conversations’ option is beneficial during peak chat volumes. You can set it up so that when a new conversation starts, and there are already a certain number of messages in the inbox, this Auto-Reply is sent, ensuring that even in busy times, customers receive timely responses.
If you choose to use this option, simply check the box and specify the number of conversations in your inbox that will trigger the Auto-Reply.
Finally, in the bottom left corner of the Auto-Reply editor, you will find a 'Send Test' option. We highly recommend sending a test message to yourself to verify that the content appears as intended before enabling the Auto-Reply.
Customer Support
If you need help or need assistance determining next steps, please contact our Customer Support team by phone at 888.605.4429 or email at success@patchretention.com.