You can set up this Automation to trigger when a contact initiates a new conversation with your business. The message triggered by this Automation should thank the contact for their message while sharing next steps or asking for further information.
This Automation reduces agent workload by automating the instruction or information collection process, boosts efficiency, and ensures rapid response times for contacts. For example, if a customer messages your customer service team, you could automate a reply asking for the customer’s account ID to expedite the support process.
Let’s walk through how to set up this Automation on the Textline platform.
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">1</div><p class="step-text" id="step1">In the Automations window, click New Automation.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">2</div><p class="step-text" id="step2">Select Build From Scratch. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">3</div><p class="step-text" id="step3">Name your Automation. </p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">4</div><p class="step-text" id="step4">Select Message Received Automation Type. </p></div>
<p style="padding-left: 32px">This step tells Textline to trigger the Automation after an inbound message is received.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">5</div><p class="step-text" id="step5">Add your conditions.</p></div>
<p style="padding-left: 32px">Conditions are rules that either trigger or prevent your Automation from firing. For a New Conversation Auto Response, select First message in a conversation.</p>
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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">6</div><p class="step-text" id="step6">Click Add Action and select Send a message. Then, type your message.</p></div>
<p style="padding-left: 32px">You can also check any or all of the three boxes below the message. To learn more about these options, take a look at our Send a message help page.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">7</div><p class="step-text" id="step7">Review your Automation Conditions and proofread your message.</p></div>
<p style="padding-left: 32px">You can also choose to save your Automation as a template for future use.</p>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering">8</div><p class="step-text" id="step8">Finally, click Create Automation to automate your new conversation replies! </p></div>
Need some ideas for your automatic responses? Here are a few templates for you to customize and send to customers.
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">1</div><p>Thank you for contacting [Business]! Please provide your customer ID and we’ll get started on your request.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">2</div><p>Hi [Name]! Thanks for messaging [Business]! Please enter your customer PIN so we can assist you.</p></div>
<div class="recipe-numbering-wrapper"><div class="recipe-numbering-step">3</div><p>Thanks for texting in! We need to verify your [Business] account before we can continue. Please text your account number.</p></div>
Automate your information collection process with a trusted SMS platform. Try Textline free to streamline your communications workflow.
