Set automatic replies to inbound messages
Answer common messages automatically, and still pass them to a person when needed.
Where to find it
AI agents › Intent playbooks › Automatic replies
Open this screen
Steps
- Open AI agents › Intent playbooks and scroll to Automatic replies.
- For Japanese messages, fill in When a Japanese message contains and Japanese reply.
- For English messages, fill in When the message contains and Reply with.
- Choose the Channel (or Any) and tick pass to an agent too if a person should still see it.
- Press Add. Use Edit on a rule to change it, then Save.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| When a Japanese message contains / Japanese reply | The Japanese words to match and the Japanese reply. | — |
| When the message contains / Reply with | The English words to match and the English reply. | — |
| Channel | Any, or one channel. | Any |
| pass to an agent too | After replying, the conversation also goes to a person. | Off |
Troubleshooting
“A pattern and a reply are both needed”
Fill in the words to match and the reply, in Japanese, English or both.
Tips
- The tiles show Rules, Messages matched and Closed without an agent.
- A reply is sent only in the language the customer wrote in; with no reply in that language the rule is skipped and the message goes to a person.
Good to know
- Only managers can add and change rules.
- Changes here apply to your organisation only. Platform defaults stay as they are for everyone else.
Related how-tos
- Intent playbooks See what the AI receptionist is told to do for each kind of caller request, and manage the articles, automatic replies and closed-hours messages around it.
- Set closed-hours messages for channels Choose what a customer is sent when they write to a channel outside its hours.
- Inbox and Inquiries Work through every message and phone inquiry from your customers in one list, so nothing is missed.