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Automated replies answer customers the moment they write. They are ideal for simple, repeated messages.

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What you can automate

  • Keyword replies. A customer writes “hello” or “opening hours”. The rule sends the matching answer.
  • After-hours replies. A message arrives when you are closed. The rule says when you will be back.
  • Mention replies. A teammate is tagged in a conversation. The rule confirms the request was received.

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Example

Your shop closes at 7 pm. At 9:30 pm a customer asks about a delivery. The rule sends: “Thanks for your message. Our team is back at 9 am and will reply first thing.”

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Set it up

1

Create a rule

Open automation rules and start a new one.
2

Pick the trigger

Choose the event for a new incoming message.
3

Add conditions

Add the keywords you want to catch. For after-hours replies, add a condition for the time of day.
4

Write the reply

Add the send-message action. Write it in your own voice. You can add a file, image, or other media if it helps.
5

Publish

Save and turn the rule on.
Keep replies short and honest. Say what happens next and when. Avoid promises your team cannot keep.
A reply sent by a rule can trigger another rule. Check that your rules cannot reply to each other in a loop.
Customers can tell when a reply is automatic. A clear, friendly note works better than pretending to be a person.