Message tags are used to group conversations that come in through TextChat or Messenger based on different topics. If you want to automate responses based on specific message tags, Patch Auto-Replies is your go-to tool.
In this guide, we will build upon the Auto-Reply Overview to show you how to set up an auto-reply based explicitly on a message tag.
Access the Auto Replies Module
Just like with general auto-replies, begin by selecting the Auto Replies Module. It will bring you to a page with a list of your current auto-replies. The ones marked as 'Enabled' are active, and the 'Disabled' ones are not currently in use.
Create a New Auto Reply
To start setting up a tag-specific auto-reply, click on the (+) button located in the lower-left corner of the page.
Craft Your Auto-Reply Message
Create the content of your auto-reply message in the text field provided. This message will be automatically sent to any incoming message that meets your specified conditions.
Setting the Active Time
In the Send Time section, you will decide when you want the auto-reply to be active. You can set this to 'at all times', 'during business hours', or 'outside business hours'. Alternatively, choose custom time frames by selecting the specific days and times you want the auto-replies to be active.
Decide on the Recipients
Now, determine who will receive the auto-reply. For a tag-specific auto-reply, select the checkbox option for 'Any incoming message that passes a filter'.
Setting Up a Tag-Based Filter
To create a tag-based filter, click the ‘create a new filter’ drop-down. From there, choose the 'Message Tag' data field. Now, specify the tag that should trigger the auto-reply. Any incoming message that includes the specified tag will receive this auto-reply.
If you want to set up a reply for multiple tags, simply add additional conditions for each tag. Use the Match ALL if you want the conversation to have to include all tags, or use the Match ANY option if you want this same response to go out to any of the tags chosen.
Test Your Auto-Reply
In the bottom left corner of the Auto-Reply editor, you'll find a 'Send Test' option. We highly recommend sending yourself a test of the message content to ensure it appears as intended.
Save & Enable Your Auto Reply
Once you are satisfied with your auto-reply, toggle the 'Enabled' switch to activate it.
Setting up an auto-reply based on a message tag allows you to automate responses and provide quicker and more personalized service to your customers. Remember, you can always adjust your auto-replies as needed.
For further assistance with setting up an Auto-Reply or any other features, feel free to contact our Customer Success team via the TextChat widget in the bottom left corner of your Patch account or via email at success@patchretention.com
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