Auto Replies

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.

Opening the auto replies settings

1. In the main TextPeak menu, select the Inbox tab.

2. Click Settings at the bottom of the Inbox sidebar.

3. In the Automation group, click Auto Replies.

   

Each existing auto reply appears as a card showing its TYPE and STATUS.

Choosing a trigger type

1. Click Create New Auto reply.

2. Select the trigger type:

   Type	When it fires
   Out of Office	Automatically, based on your defined working hours.
   WhatsApp	On a WhatsApp template interaction, free text, or incoming media.
   SMS Keywords	On specific template replies and interactions over SMS.

3. Click Next.

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.

1. In WhatsApp Rule Configuration, open the Template tab.

2. In Rule Name, enter a name for the rule.

3. Under Activation Triggers, select the WhatsApp stream in the Stream drop-down.

4. Use Search templates to find and select the templates that activate the rule or scroll to select from the list

   

5. Under Response Mapping, click add response and define what to send for each reply you expect.

6. Assign the team and add the needed tags.

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

9. 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.

10. Assign the team and add the needed tags.

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

    

12. 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.

1. Open the Free text tab.
2. In Rule Name, enter a name for the rule.
3. Select the WhatsApp stream in the Stream drop-down.
4. In Template, write the message to send.
5. To personalize the message, insert a placeholder: First Name, Last Name, Phone, or Country.
6. Under Response Mapping, click add response and define what to send for each reply you expect.
7. Assign the team and add the needed tags.
8. Optionally, toggle the Close Chat selector for any of the response template if you want to stop chatting after sending that response.

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.

1. Open the Media tab.
2. In Rule Name, enter a name for the rule.
3. Under Activation Triggers, pick the WhatsApp stream this rule listens on.
4. Under Media types, turn on each type you want to answer, then write its reply:
   • Image
   • Video
   • Document
5. Assign the team and add the needed tags.
6. Optionally, toggle the Close Chat selector for any of the response template if you want to stop chatting after sending that response.

7. Click Save.

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.

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.