Automation > Auto Responder
Auto Responder is a keyword-based trigger feature. When a user messages a set keyword, it will trigger a response, a ticket or a Flow.
Your first Auto Responder
+Add Auto Responder you create a new Auto Responder. Make a good habit in naming them properly. Click
+New to define keywords and set an action that shall be triggered given a match occurs.
Note: A single Auto Responder can have multiple Keyword/Action combinations.
When a user sends a message containing a keyword, the set action triggers (e.g. "yes", like in the example message above). The algorithm differentiates between alternate answers like "yes, please" which will trigger the set action and "yes, but long message..." which will not trigger an action because human assistance seems necessary.
When the keyword matches, following actions can be initiated:
Reply with a plain text message.
Trigger a Flow.
Use Additional Actions to add information to a customer or notify an agent about the conversation.
Lastly, add the Keyword/Action argument through clicking
Add. Further make sure to create and active the Auto Responder through
Save & Activate
In the overview you see all your Auto Responders. Further you are here able to:
- see, how often each Auto Responder triggered
- create, edit, clone, de/activate, delete Auto Responders