Auto Replies
Learn how to set up Inbox auto replies: out-of-office replies based on working hours, SMS keyword replies, and WhatsApp replies triggered by templates, free text, or incoming media.
An auto reply answers a contact without an agent. You choose what triggers it: your working hours, an SMS keyword, or a WhatsApp interaction; and what it sends back. This article walks you through each type.
NOTEOnly Inbox admins and Inbox managers can create auto replies. Each one has a STATUS toggle, so you can switch a reply off without deleting it.
To access the Auto Replies tab options:
Log in to TextPeak
In your browser, log in to TextPeak with manager access privileges.
Open Inbox
In the main TextPeak menu, select the Inbox tab.
Open Settings
Click Settings at the bottom of the Inbox sidebar.
Open Auto Replies
In the Automation group, click Auto Replies.
Inbox Auto Replies tab
Each existing auto reply appears as a card showing its TYPE and STATUS.
The Auto Replies page, with each reply's TYPE and STATUS.
Choosing a trigger type
Create an auto reply
Click Create New Auto reply.
Select the trigger type
Select the trigger type:
| Type | When it fires |
|---|---|
| Out of Office | Automatically, based on your defined working hours. |
| On a WhatsApp template interaction, free text, or incoming media. | |
| SMS Keywords | On specific template replies and interactions over SMS. |
Continue
Click Next.
Choosing a trigger type in Create Auto Replier.
For working hours, see the Working Hours page.
Replying to a WhatsApp template interaction
Use the Template tab when the trigger is an interaction with one of your approved WhatsApp templates — for example, a contact tapping a quick-reply button.
Open the Template tab
In WhatsApp Rule Configuration, open the Template tab.
Name the rule
In Rule Name, enter a name for the rule.
Select the stream
Under Activation Triggers, select the WhatsApp stream in the Stream drop-down.
Select the templates
Use Search templates to find and select the templates that activate the rule or scroll to select from the list
Template tab: selecting WhatsApp template
Add responses
Under Response Mapping, click add response and define what to send for each reply you expect.
Assign team and tags
Assign the team and add the needed tags.
Close the chat
Optionally, toggle the Close Chat selector for any of the response template if you want to stop chatting after sending that response.
Template tab
Add a fallback response
If needed, enable the Fallback Response toggle, and define what to send if the user's reply does not match any of the expected buttons above.
Assign team and tags
Assign the team and add the needed tags.
Close the chat
Optionally, toggle the Close Chat selector for any of the fallback or response template if you want to stop chatting after sending that response.
Save the rule
Click Save.
Replying to WhatsApp free text
Use the Free text tab when the trigger is an ordinary message rather than a template interaction. This is the mode to reach contacts who reply in their own words instead of tapping a button.
Open the Free text tab
Open the Free text tab.
Name the rule
In Rule Name, enter a name for the rule.
Select the stream
Select the WhatsApp stream in the Stream drop-down.
Write the message
In Template, write the message to send.
Add placeholders
To personalize the message, insert a placeholder: First Name, Last Name, Phone, or Country.
Add responses
Under Response Mapping, click add response and define what to send for each reply you expect.
Assign team and tags
Assign the team and add the needed tags.
Close the chat
Optionally, toggle the Close Chat selector for any of the response template if you want to stop chatting after sending that response.
Free text tab, with placeholders and Response Mapping.
Replying to incoming media
Use the Media tab to answer a contact who sends a file. You pick the media types to respond to and write a reply for each.
Open the Media tab
Open the Media tab.
Name the rule
In Rule Name, enter a name for the rule.
Select the stream
Under Activation Triggers, pick the WhatsApp stream this rule listens on.
Set the media replies
Under Media types, turn on each type you want to answer, then write its reply:
- Image
- Video
- Document.
Assign team and tags
Assign the team and add the needed tags.
Close the chat
Optionally, toggle the Close Chat selector for any of the response template if you want to stop chatting after sending that response.
The Media tab, with a reply set per media type.
Save the rule
Click Save.
TIPA media auto reply is useful when your team cannot act on files, for example, telling a contact who sends a photo of a document where to upload it instead. If your space blocks incoming media outright, the reply explains to the contact why nothing happened. See the General Settings page.
Turning an auto reply off
Switch the STATUS toggle on the card. The rule stops firing and keeps its configuration, so you can switch it back on later without rebuilding it.
Pausing auto-replies
To change a rule, click the pencil icon on its card. To remove it, click the bin icon and confirm.
For the rest of the manager options, see the Manager's Guide: Inbox Settings page.
Updated 9 days ago