3. Auto-Reply During Off Business Hours

Write a customized auto-reply for customers who talk to you during off business hours and assign them to staff

Scenario - Incoming Messages

Create rule under Automation and select Incoming Messages as the Scenario for this rule.

You can set an auto-reply and assign it to a specific staff for incoming messages from customers during off business hours.

Conditions:

"Last Contact from Customer" is between "20:00 - 09:00"

"Last Contact from Customer" is on "Monday + Tuesday + Wednesday + Thursday + Friday"

"Last Contact from You" is not within 1 hour means that this auto reply will only be sent if your last reply is not in the past hour.

Any customer who messages you during a weekday from 18:00 to 09:00 will receive an auto-reply.

Add the condition "Contact Owner" is "Unknown" if you want this auto-reply only to be sent to new customers who contact you during off business hours.

Actions:

"Send Message" Customise your message content to send to your leads. You can add more than 1 message and insert customised parameters such as the first name they filled.

Add wait time, eg. 5 minutes, to send another message/image for the conversation to be more natural.

"Assign User"

Assign the conversation to the staff member who is responsible for customer service after office hours.

Apply a Template

SleekFlow has prepared some ready templates for users, feel free to apply them!

Create Rule under Automation then select Apply a Template

Select Out of business hours under Incoming Messages then edit the conditions and actions according to your preferences.

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Last updated 3 years ago

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