Send automatic responses to inbound TextPeak Inbox messages. Trigger replies for out-of-office hours, specific SMS keywords, or WhatsApp quick-reply buttons.

Auto Replies

In the Auto Replies view, Inbox admins or managers (provided they hold the corresponding Inbox role permissions) can configure automated responses for inbound SMS and WhatsApp conversations.

TextPeak supports three auto-reply types:

• Out-of-Office fires when a contact messages outside the team's working hours.
• WhatsApp fires when a contact taps a quick-reply button under a WhatsApp template message (for example, Love it or Need support).
• SMS Keyword fires when a contact replies to a two-way SMS campaign with a specific keyword (for example, info or stop).

Every auto reply can also trigger follow-up actions, such as assigning the conversation to a specific team or adding tags.

To access the Auto Replies options:

1. Log in to TextPeak with manager access.
2. In the main TextPeak menu, select the Inbox tab.
3. Click Settings at the bottom left and navigate to the Auto Replies tab.

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IMPORTANT

Inbox agents have no access to the Settings > Auto replies page and can manage conversations only.

How Auto Replies Are Throttled

Out of Office Auto Replies

Use this type to acknowledge inbound messages that arrive while your team is offline.

To create an out of office auto reply:

1. On the Auto Replies tab, click Create New Auto reply at the top right.

2. Select Out of Office as the trigger type and click Next.

3. Enter a descriptive Rule Name, such as Weekend out of office - SMS.
4. Select the target team(s) and the the working hours schedule that defines when your team is available. Auto replies fire outside these hours.
5. Choose the channel: SMS, WhatsApp, or both.
6. For each enabled channel, configure the message and define the sending auto-reply time frame (by default, it's set to 24 hours per user). Optionally, add the placeholders.

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NOTE

Only two-way SMS streams support auto replies, because the contact must be able to reply back. Confirm the stream is two-way before selecting it.

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TIP

Optionally, add a link to your WhatsApp message by clicking the + Add link button:

7. Click Save.

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IMPORTANT

Note that every Out of Office auto reply respects a 24-hour window per contact. Once an auto reply has been sent to a given contact, no further auto reply is sent to that contact within the next 24 hours, regardless of how many messages they send.

The 24-hour throttle prevents loops and abuse. It cannot be reduced or disabled.

WhatsApp Auto Replies

Use this type to react when a contact taps a quick-reply button under a WhatsApp template.

To create a WhatsApp auto reply:

1. On the Auto Replies tab, click Create New Auto reply at the top right.

   

2. Select WhatsApp as the trigger type and click Next.

3. Under General Settings, enter a descriptive Rule Name, such as WhatsApp Welcome.
4. In the Activation Triggers section, select the Stream the rule applies to and then select the approved WhatsApp template(s) whose quick replies you want to react to.

5. Under Response Mapping, click the add response + link to add follow-up interactions to apply when the auto reply fires.
6. For each reply, configure the needed response to send.
7. Next, from the Team dropdown, select a team to route the conversation to a specific team.
8. Add tags if you want to apply one or more conversation tags.
9. Optionally, enable the toggle for the Failback Response section if you want to define such for the situation when the user's reply does not match any of the expected buttons above.

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NOTE

Optionally, toggle the Close Chat selector for any of the response template if you want to stop chatting after sending that response.

10. Add as many response mappings as you need, then click Save.

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NOTE

If you edit the source template later and add or remove buttons, revisit this auto reply to map any new buttons. Existing mappings are preserved.

SMS Keyword Auto Replies

Use this type to send a templated AI agent reply when a contact responds to a two-way SMS campaign with a specific keyword.

To create an SMS keyword auto reply:

1. On the Auto Replies tab, click Create New Auto reply at the top right.

2. Select SMS keyword as the trigger type.

3. Under General Settings, enter a Rule Name.
4. In the Activation Triggers section, select the two-way SMS Stream the rule applies to.
5. Then, in the Template field, enter the message template that prompts the response (for example, a message ending in "Reply INFO for details or STOP to opt out"). If needed, you can use the placeholders.
6. Under Response Mapping, click the add response + link to add follow-up interactions to apply when the auto reply fires.
7. For each reply, configure the needed response to send.
8. Next, from the Team dropdown, select a team to route the conversation to a specific team.
9. Add tags if you want to apply one or more conversation tags.
10. Optionally, enable the toggle for the Failback Response section if you want to define such for the situation when the user's reply does not match any of the expected buttons above.

11. Add as many response mappings as you need, then click Save.

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TIP

Use stop, unsubscribe, or similar keywords to confirm opt-out. Even when the keyword matches the carrier's standard opt-out flow, sending an explicit acknowledgement reassures the contact.

Editing and Deleting Auto Replies

To edit an auto reply:

1. In the Auto replies table, click the pencil action icon next to the rule.

2. Update the configuration and click Save.

To delete an auto reply:

1. Click the bin action icon next to the rule.

2. In the confirmation dialog, click Confirm.
3. Click Cancel to navigate back to the inbox settings menu.

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IMPORTANT

Disabling or deleting an out-of-office auto reply takes effect immediately. Inbound messages sent during the next out-of-office window will not receive an automated acknowledgement until you create a replacement.

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