Overview

Auto-Reply Messages are pre-written messages that automatically trigger in response to common user-initiated messages on WhatsApp. They make communication faster by triggering ready-made messages and ensuring consistent replies. This helps handle frequent inquiries quickly and improves customer engagement by delivering quick responses. Set up an auto-reply only in case you do not have a chatbot activated on the WhatsApp number.

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Note

You can customize the intent tags and responses to suit your needs. Intent tags are keywords that trigger specific auto-replies. When a user sends a message that matches one of these tags, the system automatically replies with the pre-set response message. To personalize the responses, you can include up to two user attributes or variables: Name and Mobile Number.

Refer to the table to learn the available use cases and their sample intents and response messages.

Enable Auto-Reply Settings

1. Navigate to the WhatsApp Settings section in your CPaaS dashboard.
2. Click General Settings > Set Auto Reply and toggle the feature on.
3. Three default use cases are available here: Start, Stop, and Default. To customize these responses, click the Edit button next to each use case.
4. Add Intent Tags.

Note

Start and Stop intents cannot have same keywords. You can add up to 20 intent tags.

5. Write a message response for each use case with a maximum of 256 characters. To personalize the response, include up to two variables: Name and Mobile Number.
6. Click Save to apply your settings.

Once this is saved, the system automatically sends the auto-reply when a user sends a message matching one of the added intent tags.