How to enable Auto-Response messages for your business?
In this article, we will cover the two automatic replies that can be sent to end users—the welcome and offline messages. Automatic response messages help give customers the right information at the right time to show that you are there for them around the clock.
Are you losing customers? Why?
Imagine customers who have been trying to reach your business but have yet to get a response for days. They might become frustrated. Once they feel this way, they might never do business with you again. To avoid this, we have implemented a simple solution: the auto-response message feature. Welcome and offline messages ensure that we provide customers with the best support. These messages are one of the easiest methods to maintain an excellent connection with customers and keep them engaged.
What is an auto-response message?
Consider you are busy or offline. These auto-response messages, when enabled, can send out a pre-drafted response to the customers even when you're not at your desk. This will, in turn, help trigger a personalized feel to the responses sent out to resolve your customer queries and overall add good brand value to the business.
Why is auto-response important for your business?
Customers have always valued businesses that deliver quick responses and prompt resolutions to their queries. With auto-response message options, companies can boost their users' experiences, improve customer retention, and acquire new leads.
How to enable the welcome message
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. From the Right Panel, select Preferences.
4. In Preferences, under Automation sub-tab.
5. Use the toggle bar to activate the Enable Welcome Message option.
6. Compose a warm welcome message for your customers and add placeholders to retrieve data quickly.
For example, $CustomerName. Consider adding something light and friendly like an emoji if it fits your business's persona.
7. Preview the composed message, then click Save.
How to enable the offline message
1. Click the Setup icon ( ) in the top bar.
2. Under Channels, click Instant Messaging.
3. From the Right Panel, select Preferences.
4. In Preferences, under Automation sub-tab.
5. Use the toggle bar to activate the Enable Offline Message option.
6. Compose an away message for your customers and add placeholders to retrieve data quickly.
For example, $CustomerName. Consider adding something light and friendly like an emoji if it fits your business's persona.
7. Preview the composed message, then click Save.
How to disable auto-response messages
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. From the Right Panel, select Preferences.
4. In Preferences, click Automation.
5. Use the toggle bar to deactivate the Enable (welcome or offline message) option.
Best Practices and Examples
Customer satisfaction is set right from the first time they reach out to us. | "We will get back to you shortly." "Our support rep will contact you soon." |
Always provide an alternative approach to reach someone else in your team. | "To assist you with your query faster, reach out to @Jane." |
Define the tone of your language. Make it appealing by adding a personal touch. | "Thanks for reaching us. I am on vacation, but I understand your query is super important. You can go ahead and reach out to customersupport@example.com for help." |
Try to provide instant gratification and validation. | "Thanks for reaching out to us. We will reach out to you soon." |
Read a feature story - Provide prompt, clear communications
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