Adding an automated reply
You can add automated replies simply by pressing “Add reply”. Adding automation saves you time because it answers incoming messages from customers for you.
First you give your reply a name, let’s say “Opening hours Easter”. Then you select how incoming messages are matched and analyzed. You can choose between Natural Language Processed (NLP) or keyword based. When selecting NLP, you will get a list of all predefined NLP’s in the system.
For keyword based replies you can set the keywords in the next step. You can also add keywords to NLP replies to make them more specific. Finally you fill in your reply and you’re good to go. Your reply can contain text but also hyperlinks to important pages on your website.
You will get a notification when an incoming customer request is not recognized by the automation. When this happens you have to answer the customer manually. Learn more about setting notifications here.
- Customer says “Hi”
- Automation replies “Hi”
- Customer says “What are your opening hours?
- Automation replies “We’re open from Monday till Friday between 9AM and 6PM”