Auto-responders are messages that, if enabled, are automatically displayed to end-users in certain scenarios, e.g. when all agents are busy or when a customer has reached your business outside of support hours. Default messages have been added for each type of auto-responder that you can either use as-is or edit to create custom messages.
To manage your auto-responders, log into the Clickatell Portal and navigate to My Workspace --> Chat Desk. Click 'Launch Chat Desk Dashboard', then 'Settings', and go to the 'Auto Responders' tab.
The following auto-responders are available:
Directing to Agent message (WhatsApp & SMS): If no agents are available, an incoming chat is added to a queue and assigned to the first available agent. Manage customer expectations by informing them of this.
Connecting Agent message (WhatsApp & SMS): Inform an end-user when they are being connected with an available agent via WhatsApp and what the agent's name is.
End Chat and Opt-Out Keywords message (WhatsApp & SMS): Enable your customers to end a chat or opt-out of the service using specific keywords.
Agent Busy message (WhatsApp & SMS): Manage customer expectations by informing customers when all agents are busy.
Out of Support Hours message (WhatsApp & SMS): Let customers know they have reached you outside of support hours and that an agent will attend to their chat as soon as possible during core support hours.
End Chat message (WhatsApp & SMS): This message is displayed to an end-user when either an agent or an end-user closes/ends a chat. Desk Dashboard', then 'Settings', and go to the 'Auto Responders' tab.
SMS and two-way channels, automation, call center integration, payments – do it all with Clickatell’s Chat Commerce platform.