Inbox
Auto replies
An auto reply is a rule that answers matching messages instantly: greet new customers, answer FAQs by keyword, or reply outside business hours. Rules run before the AI agent, and the first matching rule (lowest Priority number) replies.
Create a rule
Open Auto replies → New rule and fill in:
- Basics: Name, Priority (lower runs first) and Active.
- Channels: the channels it applies to. Leave all unselected to apply to every channel.
- When (the trigger):
| Trigger | Fires on |
|---|---|
| Every message | Any customer message |
| First message of a conversation | A new conversation, or one reopened by the customer |
| Message contains keywords | Comma-separated keywords: Any keyword, All keywords or Exact message, optionally Case sensitive |
| Message matches a regex | A Pattern with Flags (needs a plan with regex) |
| Outside business hours | Any message outside the Business hours you set per day, in a Timezone |
- Only if (optional): checks on the contact, conversation or message, joined by All match or Any matches. Operators: equals, does not equal, contains, does not contain, starts with, ends with, matches regex, greater/less than, at least/most, is one of, is not one of, is empty, is not empty.
- Reply with: one or more messages. Insert variable adds fields like
<%= contact.name.first %>. - Then: Afterwards, Cooldown and Tag the conversation (below).
Variables and templates
Replies are templates. Write <%= path %> to insert a value, add conditions and filters:
Hi <%= contact.name.first | default:"there" %>!
<% if now.hour >= 17 %>We're closed now, we'll answer at 9.<% else %>We'll answer in a few minutes.<% endif %>
| Fields | |
|---|---|
| Contact | contact.name.full, contact.name.first, contact.phone, contact.email, contact.language, contact.tags |
| Conversation | conversation.status, conversation.priority, conversation.handler, conversation.isFirstMessage, conversation.tags |
| Channel, message | channel.type, channel.name, message.text, message.type |
| Workspace, time | workspace.name, now.date, now.time, now.hour, now.weekday |
Filters: upper, lower, capitalize, trim, default, truncate, date, phone, replace, regexReplace, first, last, length, join, json. Templates also support <% for item in list %>…<% endfor %> and <%# comments %>. No code is ever run.
Afterwards and cooldown
| Afterwards | Effect |
|---|---|
| Continue | The conversation's handler (AI or team) may answer too |
| Stop here | Nothing else answers this message |
| Hand over to the team | The AI steps aside; your team takes it |
| Pause the AI / Resume the AI | Switches the AI off or back on for this conversation |
Cooldown keeps a rule from firing again too soon: none, 1 minute, 1 hour, 1 day or 7 days, Per contact or Per conversation.
Test a rule
Test tries a message with example contact data and shows Matches or Does not match. Nothing is sent. Each rule also counts its hits.
Plan limits
Plans limit the number of rules and whether regex is allowed. Rules over the limit show Locked: over plan limit; regex rules on a plan without regex show Locked: regex needs a higher plan.
FAQ
Can an auto reply and the AI both answer?
Yes, with Afterwards: Continue. Use Stop here when the rule's answer is enough.
How do I reply only once to each customer?
Use First message of a conversation, or add a cooldown of 1 day or 7 days per contact.
Do auto replies work on every channel?
Yes, unless you pick channels in Channels.