This article will explain how to add Quick Replies to your workflows. Autoresponders can be used on Facebook Messenger and Twitter DMs.
Quick Replies are useful for solving customer queries without the need for advisor intervention or helping to obtain further information about a query before it reaches an advisor.
🗝️ If you’re looking to improve your customer experience and/or efficiency on social channels we highly recommended implementing Quick Replies, see our case study here.
Quick Replies can be configured using the Autoresponder node in Workflow. The triggers the node is advised to be used with are Non-Interaction Message Received and Interaction Messaged Received.
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, we’d advise the autoresponder is placed after the interaction is created to ensure a conversation is present to reply to.
We also recommend using the Facebook Get Started feature and Twitter Welcome Message features to help control the customer journey. These can be configured on your media account under the advanced section.
Quick 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. For example, “Hi! Thanks for getting in touch, please pick from one of the following options”.
Now let’s configure the quick replies to provide your customer with those options.
Select Add Quick Reply. Once you do, you should see the display below. The label is the key field to complete – this is what is shown to the customer.
You can add multiple options by selecting the Add Quick Reply button again.
Once you’ve added your message and set up your Quick Replies on the Autoresponder node, click Save to apply the changes to the node.
To control which response is sent when to a customer, it’s good practice to use Decision nodes and Update Interaction nodes.
💡 For example, when the first message comes in from a customer you will want to check (if using Get Started) that the
Echo.Bodyequals Get Started.
Once the first response has been sent to the customer you may then want to set a Dynamic Data field using the Update Interaction node to mark that the first reply has been sent, then when the customer returns you check this field (in a Decision node) to not send the first quick reply but send another asking for more information or providing more options.
🗝️ If you’d like to activate Quick Replies for your customer service team, talk to your Account Manager or get in touch today.