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 support 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.
In the Automations window, click New Automation.
Select Build From Scratch.
Name your Automation and choose your Department.
Departments are the phone numbers the Automation will operate under.
Select the Message Received Automation type and confirm that the Department is correct.
This step tells Textline to trigger the Automation after an inbound message is received.
Add your Conditions.
Conditions are rules that either trigger or prevent your Automation from firing. For a New Conversation Auto Response Automation, select First message in a conversation.
Click Add Action and select Send a message. Then, type your message.
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.
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 automate your new conversation replies!
Need some ideas for your automatic responses? Here are a few templates for you to customize and send to customers.
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">1</span><div class="automation-step-bubble">Thank you for contacting [Business]! Please provide your customer ID and we’ll get started on your request.</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">2</span><div class="automation-step-bubble">Hi [Name]! Thanks for messaging [Business]! Please enter your customer PIN so we can assist you.</div></div>
<div class="automation-step-wrapper"><span class="recipe-content-step-wrapper-2">3</span><div class="automation-step-bubble">Thanks for texting in! We need to verify your [Business] account before we can continue. Please text your account number.</div></div>
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