Auto-Reply Rules
Overview
Auto-Reply Rules allow you to configure automatic responses for each of your connected messaging channels. You can set up different auto-replies for new contacts, inactive opportunities, and contacts who have been inactive for a specified period. Each rule can trigger either a message template or a chatbot workflow.
How to Access
- Navigate to Settings > Company
- Click the Auto-Reply tab
- Requires the Channels Admin role and an active subscription
Interface Overview
The Auto-Reply tab has a two-panel layout:
- Left sidebar: Lists all connected channels (WhatsApp, WhatsApp Web, Facebook Messenger, Instagram) with their phone numbers and channel icons
- Right content area: Shows the auto-reply configuration for the selected channel
For each channel, three auto-reply rules are available:
- New Contacts - triggered when a new contact messages you for the first time
- Inactive Opportunity - triggered when an existing contact with an open opportunity messages again
- Inactive Period - triggered when a contact has been inactive for a specified number of days
Each rule displays:
- A description of when the rule triggers
- The current configuration (no auto-reply, template name, or chatbot name)
- In edit mode: dropdown selectors for rule type and template/chatbot selection
Features & Actions
View Auto-Reply Configuration
What it does: Shows the current auto-reply rules for each channel.
Steps:
- Select a channel from the left sidebar
- View the three rule cards showing current configuration:
- Each rule shows either "No Auto-Reply," the template name, or the chatbot name
Edit Auto-Reply Rules
What it does: Modifies the auto-reply behavior for a specific channel.
Steps:
- Select a channel from the left sidebar
- Click the Edit button at the bottom of the rules area
- For each rule, you can configure:
- Type selector: Choose "No Auto-Reply," "Template," or "Chatbot"
- Template/Chatbot selector: If you chose Template or Chatbot, select the specific one from the dropdown
- Days (for Inactive Period only): Enter the number of days of inactivity before triggering
- Click Submit to save all changes, or Cancel to discard
Important notes:
- Each rule is configured independently per channel
- If you select "Template" or "Chatbot," you must also select a specific template or chatbot from the dropdown
- For the Inactive Period rule, the days field must be 1 or greater
- Changes apply only to the selected channel
Configure New Contacts Auto-Reply
What it does: Sets an automatic response when someone messages you for the first time.
Options:
- No Auto-Reply: No automatic response is sent
- Template: Sends a pre-defined message template
- Chatbot: Triggers a chatbot workflow to interact with the new contact
Configure Inactive Opportunity Auto-Reply
What it does: Sets an automatic response when a contact with an existing open opportunity sends a new message.
Options:
- No Auto-Reply: No automatic response
- Template: Sends a message template
- Chatbot: Triggers a chatbot workflow
Configure Inactive Period Auto-Reply
What it does: Sets an automatic response for contacts who have been inactive for a specified number of days and then message again.
Options:
- No Auto-Reply: No automatic response
- Template: Sends a message template after the inactivity period
- Chatbot: Triggers a chatbot workflow after the inactivity period
- Days: Specify the number of days of inactivity (minimum 1)
Fields Reference
| Field | Description | Required | Notes |
|---|---|---|---|
| Channel | The messaging channel to configure | - | Selected from left sidebar |
| New Contacts Type | Auto-reply type for new contacts | No | None / Template / Chatbot |
| New Contacts Template/Chatbot | Specific template or chatbot | Yes (if type is set) | Dropdown selection |
| Inactive Opportunity Type | Auto-reply type for inactive opportunities | No | None / Template / Chatbot |
| Inactive Opportunity Template/Chatbot | Specific template or chatbot | Yes (if type is set) | Dropdown selection |
| Inactive Period Type | Auto-reply type for inactive period | No | None / Template / Chatbot |
| Inactive Period Template/Chatbot | Specific template or chatbot | Yes (if type is set) | Dropdown selection |
| Inactive Period Days | Days of inactivity before triggering | Yes (if type is set) | Minimum 1 day |
FAQ
Q: Can I use different auto-replies for each WhatsApp number? A: Yes. Each connected channel (phone number or page) has its own set of auto-reply rules.
Q: What is the difference between Template and Chatbot? A: A Template sends a single pre-defined message. A Chatbot triggers a multi-step automated workflow that can collect information and make decisions.
Q: Can I set up auto-replies for Facebook Messenger? A: Yes. All connected channels (WhatsApp Web, WhatsApp Cloud API, Facebook Messenger, Instagram) appear in the sidebar and can be configured individually.
Q: What happens if a contact triggers multiple rules? A: Rules are evaluated independently based on contact status. A new contact triggers the New Contacts rule. Subsequent messages may trigger the Inactive Opportunity or Inactive Period rules depending on timing.