It is very important to respond quickly to a customer's first inquiry, but this is not always possible. With auto-replies in keyCRM, you can greet customers or inform them about non-working hours, which helps maintain a positive image of the company.
How to set up auto-replies
To start using automatic replies, you need to:
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Specify your working hours in the «Settings» → «General» section. If you do not specify them, the system will assume that you work around the clock.
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Add message text in the settings of each communication channel on the «Advanced» tab where you need automatic replies:
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Telegram and Viber bots;
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Telegram, Viber, and WhatsApp numbers;
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WhatsApp Business;
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Instagram;
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Facebook Messenger;
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OLX, Rozetka, Prom.
The online chat widget also has welcome messages that you can set up separately in the widget settings.
How automatic replies work
An automatic response will be sent if you receive the following from a customer:
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The first message and a new chat has been created;
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A message after closing the chat and the chat has been reopened;
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A message from a customer during non-business hours.
Accordingly, if this message is sent during business hours, the text for business hours will be sent, and during non-business hours, the text for non-business hours will be sent.
In CRM chats, auto-replies will be sent from «keyCRM Bot». At the same time, the chat is not marked as read so that the manager can see it and respond to the customer's request:
Use automated responses in customer chat rooms to interact with them effectively, taking into account working hours.
