From the "Automatic replies" section, it is possible to configure 3 types of automatic replies:
- An automatic welcome reply: this message will be sent the first time the contact writes to your WhatsApp Business number, your Facebook page or your Telegram bot. This message will be sent when the contact is first created and will be sent again to the contacts who text back after at least 48 hours and whose conversation had been closed in Callbell.
- A closing message: this will be sent after a predefined time after the chat is closed. You can choose to send the closing message up to a maximum of 24 hours after the end of the conversation (our system will send the message to the customer if or only if, at the time chosen for sending, the conversation is still closed: this will avoid that contacts still in the management phase receive the closing message).
The closing message can be used to thank your customers for getting in touch with your business or to request feedback on the service experience received from your support team (you will have the option to add a link by referring to a Typeform, a Google Form or any other external tool useful for collecting feedback from your contacts).
- An out of office hours message: this message will be sent to all customers who write outside office hours. Once this option is activated, you will be able to set the hours of your business, setting the working hours on the weekdays or the weekend or setting the hours for each individual day of the week. For existing conversations, the absence message will only be sent if the conversation with the contact was previously closed in Callbell.