Setting up the auto-responder for social messaging channels Follow

If you have added Facebook Messenger, Twitter DM, WhatsApp, LINE, or WeChat channels, you may want to set up the auto-responder for those channels. The auto-responder sends messages automatically to an end user when you receive their messages.

About the auto-responder

• There’s no character limit for the automatic response.

• The auto-responder does not support dynamic content.

• The automatic response is sent once a day, not every time the end user sends a message.

• If you have automatic responses set up via chat triggers for live chats, they may also apply to social messaging tickets. Triggers created with the following conditions and actions apply to social messaging tickets:

  Triggers created with the following conditions and actions will apply to social messaging conversations:

  • Chat trigger conditions: Visitor department, Account status, Department status, or Chat-related information (all types).
  • Chat trigger actions: Send message to visitor.

  Chat triggers created with other conditions and actions will not work for social messaging.

How to set up the auto-responder

1. In Admin Center, click the Channels icon () in the sidebar, then select Messaging and social > Messaging.
2. Open a channel for editing.

   The Edit screen displays.

3. Click the Auto-responder tab.
4. Select Enable auto-responder.
5. Edit the default auto-responder message.

   

6. Click Save.