Auto Reply(Old)

Omnichat supports Chatbot Auto Reply, which can apply to website, Facebook Messenger, LINE official account, Instagram and WhatsApp

Previous Feature Name: Keyword Auto Reply

Notice:

Auto Reply will only be triggered in the "Open", "Chatbot" and "Closed" conversations by default. The conversations in "Progress" are considered to be taken over by Live chat, so you need to tick the "Progress" option under "and case status is", otherwise it cannot be triggered.

IG story reply: When customers reply your story, if customer's message contains the keyword, it will trigger auto reply private message.

Step 1: Add New Group

Step 2: Enter the Group Name and select the Target Messenger

Step 3:Add New Rule

Step 4: Set the Rules and Content

Set the Text message reply

If you choose "Message Block", you need to select the chatbot and chatbot module you want to reply.

Set the Message Block reply

Set the Image reply

Set the Image + Text message reply (Only support WhatsApp / Website live chat)

When you choose to reply with " Text " or " Image + Text ", you can click the blue box at the bottom right of the text input box to select [Customer Name], and the system will include the name parameter of {{system:cutomer_name}} in the content , the contact customer name will be automatically fetched.

When you choose to reply with " text " or " picture + text ", you can click the blue box {{...}} at the bottom right of the text input box to select " Customer Name ". And the system will include the name parameter of {{system:customer_name}} in the content , the contact customer name will be automatically fetched.

Set the Not reply any messages

Set the Sticker reply (Only support WhatsApp)

Noted: Stickers must have a transparent background, must be exactly 512x512 pixels, less than 100 KB and in WebP format.

Step 5: Set Keyword Condition

The Rules of Keywords

• Contains any

  • Example:

    • Keywords: A、 B、 C

    • Received message: I want to buy A -> Eligible ✅

• Contains all

  • Example:

    • Keywords: Buy、 B

    • Received message: I want to buy A -> Not Eligible ❌

    • Received message: I want to buy B -> Eligible ✅

• Is exactly the same as

  • Only one Keyword can be added

  • Example:

    • Keyword: 00

    • Received message: I want to buy 00 -> Not Eligible ❌

    • Received message: 00 -> Eligible ✅

Step 6：Set Keyword Event Status

It is mainly divided into two states: " Open/Closed/Chatbot " and " In Progress ". The default status is " Open/Closed/Chatbot ". Here you can decide whether to check " In Progress ".

If the event status of " In Progress " is checked, it means that when the customer service has followed up the event, the set keyword condition will be triggered.

When " In Progress " is not checked, Auto Reply can only be triggered in the three states of " Open/Closed/Chatbot ".

When there is a check " In Progress ", the Auto Reply is triggered:

Auto Reply supports multiple channels

Edit group/Add channel

When creating a keyword group, directly select multiple channels.

If you find that you cannot change the channels of group, please copy the group and then change it.

Clone the new Group

After the grouping of a single channel and the keyword conditions below are set, you can click the "Copy" button to copy the set keyword conditions to other channels that need to be used.

Target module

Select new channel

Cloned module

Keyword Tagging

When a customer triggers the keyword, the tag can be added to this contact ** Customers need to connect with LINE / FB Messenger / Instagram / WhatsApp , or leave their email before)

Keyword QR code

Notice: Keyword QR code can only support one keyword, if there are multiple keywords, the QR code cannot be generated

Step 1: Set the keyword's rule (Need to include 1 Keyword to generate QR code), and set the reply message (For Auto Reply setting, please refer to Setting of Auto Reply and Content)

Step 2: When the customer scans the QR code, the preset keyword will be shown in the input box. Then, the customer sends the keyword and auto-reply message will be triggered

The set keywords are automatically generated in the input window

After sending the keyword, trigger the already set auto-reply content

In the keyword QR Code of FB Message, LINE, and IG, if there is an edit to modify the keyword or the content of the triggered response, the QR Code and link will not change accordingly.

QR code supports WhatsApp DeepLink

• For WhatsApp's Keyword QR code, you can choose the “Static Link” or “WhatsApp DeepLink”

• Static Link： If the keyword changes, the QR code and link will not change accordingly

• WhatsApp DeepLink： Provided to WhatsApp built-in QR code Scanner for scanning. If the keyword changes, the QR code and link will change accordingly.

Utilise Keyword QR code for Tagging

Scenario: Add different tags for customers who join WhatsApp from different channels

Step 1: Select WhatsApp to create a new group and set the rule of keywords. Then you can set different keywords for different channels. For example, for the Watsons channel, you can use Watsons' related keywords. Different Auto Reply can also be set for different channels. (For Auto Reply setting, please refer to Setting of Auto Reply and Content)

Notice: If the Keyword changes, the QR code will also be changed. If you change the reply content without changing the Keyword, the QR Code will not change.

Step 2: When customers scan the QRCode, they will enter the WhatsApp chatbot, and the preset keyword will be shown in the input box (Please refer to the following image: Get new product detail!). When customers sent out the keyword, the tag will be added to the contact

The set keywords are automatically generated in the input window

After sending the keyword, trigger the already set auto-reply content

Step 3: Go to "Audience & Broadcast" > WhatsApp, you can see the tagged customers, and then you can filter the tagged contacts you need (Please refer to Audience & Broadcast setting)

Auto Reply (Don't need to send message manually)

Step 1: Set LIFF ID first, please refer to LIFF Setting

Step 2: Please approach you Omnichat consultant to enable Auto Reply feature

Step 3: Finish

Customers scan QR or click the link will trigger auto reply, they won't need to send message manually

Once this feature is enabled, please noted following points

1. Customers don't need to input verification code.

The process will be: Scan QR code > Open LINE app > Finish binding

1. Binding message is "Push API" and will be charged

2. Auto reply message is "Push API“ and will be charged

Q & A

Q: If the message sent by the customer matches two rules of keyword, which rule will be triggered?

A: The last (latest) created rule will be triggered.