This Automation is a useful way to acknowledge contact messages and keep them engaged while agents work on other issues. Sending auto replies during busy business hours is a professional way to manage customer expectations while still allowing agents to stay focused on existing tasks and maintain efficient workflows. These messages are all about providing transparency to give customers the best experience possible.
We’ll walk you through how to set up this Automation on the Textline platform with helpful visuals.
In the Automations window, click New Automation.
Select Build From Scratch.
Name your Automation and choose your Department.
The Department is the phone number the Automation will work under.
Select the Message Received Automation and confirm that the Department is correct.
This step signals to Textline that you want the Automation to trigger after an inbound message is received.
Add any Conditions you want met.
To ensure your auto reply only sends when Agents are unavailable, select the Agents are all unavailable.
Next, you’ll want to tell Textline to only send the message during business hours. Press Add Condition again and choose Current time is within. Then, enter your business’ operating hours.
Click Add Action and select Send a message. Then, type your auto-reply message.
You can also check any or all of the three boxes below the message. To learn more about what these options mean, take a look at our Send a message help page.
Review your Automation Conditions and proofread your message.
You can also choose to save your Automation as a template for future use.
Finally, click Create Automation to launch your new auto-reply message.
Need some auto reply ideas to send during high-volume hours? Here are some customizable templates your business can use to get started.
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">1</span><div class="automation-step-bubble">Thank you for reaching out to [Business]! Our agents are currently busy with other customers and someone will be available shortly.</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">2</span><div class="automation-step-bubble">Hello! All [Business] agents are currently busy at the moment. We will respond as soon as an agent becomes available. Thank you for your patience!</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">3</span><div class="automation-step-bubble">Hi there! [Business] is currently managing a high volume of requests. We will get back to you as soon as an agent is free. Thank you for your understanding.</div></div>
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