Auto Reply: Set-Up

Set-Up Process

In this section, we'll guide you through setting up Auto Reply for your business. We will use a pre-configured Chatbot as an example to showcase how you can automatically transition contacts after a keyword rule has been triggered.

Reminder: Auto Reply is flexible! You can also use it to send canned messages, images, or even choose not to respond at all, depending on your needs.

• The auto-reply will only work if the chat is in 'Unassigned', 'Bot', or 'Closed' status.

• We treat 'Processing' chats as already taken over by live agents. Because of this, keywords won't trigger a reply unless you have manually checked 'Processing' in the 'and event status is' settings.

• To trigger both 'Auto-Reply' and 'Auto-Assign' at the same time:

  • If assigned to a CS agent: Both the auto-reply and auto-assign will work successfully.

  • If assigned to a Sales rep: The auto-reply won't trigger, and only the successful assignment binding message will pop up.

⚠️ For conversations on the web chat plugin, 'Auto-Reply' and 'Auto-Assign' won't trigger at the same time. They will go in order: the 1st message triggers the 'Auto-Reply,' and the 2nd message triggers the 'Auto-Assign.'

Important Notes for Setup:

• Full-width vs. Half-width: English letters, numbers, and symbols in full-width and half-width forms are treated as different characters by the system.

• Case Sensitivity: The system is not case-sensitive; uppercase and lowercase letters are treated as the same.

Examples:

• Scenario 1: ABC (half-width) and ＡＢＣ (full-width) are recognized as different keywords.

• Scenario 2: ABC (uppercase) and abc (lowercase) are recognized as the same keyword.

• Scenario 3: If the keyword is set to Abc (half-width):

  • Customer types ABC ➔ Will trigger the auto-reply.

  • Customer types ＡＢＣ (full-width) ➔ Will NOT trigger the auto-reply.

1. From the Main Menu, navigate to Advanced Automation and click on Auto Reply.

1. Once there, click the + icon to create a new group. The function of a group is to nestle rules that are common to the group under it (eg: campaigns, occasions, functions, etc).

1. Enter your group name.

1. Select the channel where you would like the Auto Reply rule to be applied on.

1. Click "Save".

1. Once you have set up your group, select "Add New Rule".

1. Select the type of condition which you would use to trigger the Auto Reply rule.

Auto Reply Trigger Conditions:

• Contains Any: If you had 5 keywords, and any 1 of them were sent by the contact, the rule will be triggered.

• Contains All: If you had 5 keywords, all 5 have to be sent to trigger the rule.

• Is exactly the same as: The keywords that are added has to be the exact match to trigger the rule.

• Any content: Any word sent by contact will trigger the rule.

1. Insert the Keyword you would like your contact to fill to trigger the rule.

The keywords set in Auto Reply will only be triggered in the "Open", "Chatbot" and "Closed" conversations by default. The conversations in "Progress" are considered to be handled by a human agent, so if you'd like the rule to be triggered, you will need to tick the "Progress" option under "Conversation Status", otherwise it cannot be triggered.

Triggering Auto Reply + Auto Assign Conditions:

1. Auto Assign Team Member is "Customer Service Member": Both Auto Reply + Auto Assign

2. Auto Assign Team Member is "Sales Member": Auto Assign Only

3. For conversations initiated via Webchat, Auto Reply and Auto Assignment cannot be triggered simultaneously. Omnichat will process them in sequence: (1)The Auto Reply message will be triggered first. (2) The Auto Assignment will only be triggered after the customer sends a second message.

1. You can then select the type of actions you would like to take once the rule is triggered. In this example, we have chosen to select a chatbot block.

1. Select the corresponding chatbot by clicking on the dropdown.

   
2. Then, select the corresponding message block.

   
3. Click "Save" once you have completed your settings. Remember that you can check your content in the "Message Preview" section!

   
4. Once the setup is ready, test your settings out by clicking on the three dots (...) next to the rule.

   
5. If you have just one sentence or one word (like this example), you will be able to generate a QR Code.

   

QR codes can also be used for offline-based promotions, campaigns, etc.

1. To test your newly-created Auto Reply rule, you can use your mobile phone to scan the generated QR code, or click on the link given with the code.

1. Once the code is scanned, it will lead to your mobile app with an embedded keyword in the message input box. Send the embedded keyword from your mobile phone to the channel's account to see if the Auto Reply rule was triggered.

2. To view it from the Omnichat platform, select "Conversation 2.0".

   
3. Auto Reply messages usually are nestled under the "Chatbot" inbox. Select "Chatbot" to access your test conversation.

   
4. Select the contact where you have tested the Auto Reply setup.

   
5. Review the content to see if the setup was successful. If it is, then you're ready to use this feature for your business!

   

Other Frequently Asked Questions

1. How can we set up auto-reply trigger conditions for conversations coming from FB/IG ads?

Applicable channel: Facebook; Instagram; WhatsApp

Generally, when a conversation enters Omnichat via a FB/IG ad, it will appear in two separate messages:

• First message: The ad post content (ending with: source: post URL / Ad ID: a string of numbers).

• Second message: The pre-filled message (this text is configured by the brand when setting up the ad. When a customer clicks on the ad and enters the chat, this message will already be pre-filled in the input box).

Customer-side view

Omnichat conversation backend

How to Set Up Auto-Reply Trigger Conditions (Using the Example Above):

1. Is exactly the same as: "Pre-filled message + one space + Ad ID numbers" e.g: Where can I buy in stores? 120239156226090600

2. Contains any: Ad ID numbers only(Please do NOT include the words “Ad ID”) e.g: 120239156226090600

3. Contains any: Pre-filled message e.g: Where can I buy in stores?

Correct auto-assign trigger condition setup method

Correct auto-assign trigger condition setup method

Please note that the following configurations will NOT trigger the auto-reply:

• Ad ID: 120239156226090600

• Where can I buy in stores? Ad ID: 120239156226090600

Incorrect auto-reply trigger condition setup method

Additional Note:

For posts where the source is displayed as a Post ID, the setup method follows the same logic as described above.