This article will explain how to add an autoresponse/auto-reply to your workflows. Autoresponders can be used on WebChat, Email, Facebook Messenger, Twitter DMs and WhatsApp.
An autoresponse can be configured using the Autoresponder node in Workflow. The triggers the node is compatible with are:
- Non-Interaction Message Received
- Interaction Messaged Received
- WebChat Initiating
- Interaction Queue Change
- Interaction Dynamic Data updated
You can get more information about the different triggers available to you in Gnatta Workflows here.
If being used on the Non-Interaction Messaged Received or WebChat Initiating triggers, we’d advise the autoresponder is placed after the interaction is created to ensure a conversation is present to reply to.
Auto Reply Setup
First, you’ll need to select the autoresponder node within your workflow template.
Once added you’ve connected it to your other nodes properly.
Select the autoresponder to edit and you should see this display as below.
Here, you can insert the message you want to use. You may change the style and tone of the text depending on the channel you use.
Here are some common examples by channel:
WebChat
Facebook and Twitter
Quick replies are supported on Facebook and Twitter.
With email you can use the text editor functions as HTML will be supported. If you want your autoresponder to include your signature you will need to add it in the response the same way that you create signatures here(Link to email signatures). Images are added using the image button as shown below.
You can also see in this example we have included the Interaction Id by using {{Interaction.Id}} workflow values can be added into autoresponders on any channel (see available workflow values here)
Finally, once you’ve configured your workflow, make sure you’ve saved and published your changes!
🗝️ If you’d like to activate or upgrade Autoresponders for your customer service team, talk to your Account Manager or get in touch today.