Feature
Automatic replies: greet every customer, even after closing time
Two messages go out by themselves, from your own number: a greeting the first time a customer writes, and an away message outside your business hours. Quick replies do the rest: your team types a slash and a saved answer drops into the reply box, ready to send. Every automatic message is marked in the conversation.
Last reviewed:
A greeting for every new customer
Switch on Greeting message, write it once, and it goes out automatically the first time a customer ever messages your number, and again when they write after a quiet spell of days you choose. It shows as Automatic greeting, nobody who opted out receives it, and the conversation still waits for your team.
An away message when you are closed
Set your business hours for each day in your workspace's time zone, write the away message and switch it on. A customer who writes outside those hours gets it automatically, at most once in the hours you choose, so a late message never meets silence and nobody is sent it over and over.
Quick replies for the questions you hear every day
Write each answer once under Settings with a title and a short shortcut. In any conversation, type a slash and the shortcut, or press the lightning button, and the text drops into the reply box with the customer's name filled in; a quick reply can carry a photo or a document too.
- Nothing is sent until you press Send, so the 24-hour rule is unchanged.
- Owners, admins and anyone whose role includes it add, edit and order quick replies; everyone who can reply can use them.
Answers from your documents, coming soon
The AI assistant will answer customers only from the support documents you add, name the document each answer came from, and say so when the answer is not in them instead of guessing. It is coming soon: until it is switched on for your workspace, every conversation waits for a person.
Questions about automatic replies
These answers from the GoPromoteNow help centre explain automatic replies step by step, with the buttons named as they appear on screen, so you can follow along with the inbox open. Each one is short, and each links back here and to the answers next to it.
- Can a new customer get an automatic welcome?Quick replies and automatic messages
- Can customers get a reply when we are closed?Quick replies and automatic messages
- How do I save replies we send again and again?Quick replies and automatic messages
- How does the AI assistant use my support documents?Sending and receiving
- Are there keyboard shortcuts?Notes, labels, filters and shortcuts
See automatic replies working on sample data
Try automatic replies on sample data now, or start a free trial that needs no payment details. Setup takes a day or two, most of which is Meta verifying your number, and our team connects it with you on a short call so nothing is left half set up.