Auto-replies in secure chats
A team's out-of-office and no-reply messages answer secure chats as well as texts. Families who write in a secure chat after hours get your reply right away, in that chat.
Who can do this: Organization admins · Web and desktop
A team's out-of-office reply and no-reply message answer secure chats the same way they answer texts. A family who writes in a secure chat while you're closed gets your reply in that chat right away, marked Auto-reply, along with the usual new-message notice.
Before you start
- You need to be an organization admin to change a team's replies.
- Replies belong to a team. Set them on each team that chats with families.
Answer secure chats after hours
- In the left bar, click Directory.
- Click the Teams tab, then your team, for example Front Desk.
- Open the Auto-Reply tab.
- Check the Business hours row. Replies go out outside these hours.
- Click the Out-of-office reply row and switch on Reply to texts outside business hours.
- Write the Message families get, then click Save.
From then on, a family who writes in a secure chat after hours gets the reply in that chat right away. Their message still lands in your team's inbox for the morning.
Answer every message with a no-reply message
For a team nobody watches, no-reply mode answers every text and secure message with the same message, at any hour.
- On the team's Auto-Reply tab, click the No-reply mode row and switch it on.
- Check the message. It starts filled in with a default that names your organization, says replies aren't monitored and asks people to call your office.
- Click Save.
A family who then writes in a secure chat gets the no-reply message right away, marked Auto-reply. Their message still reaches the inbox.
Good to know
- In a secure chat, the no-reply message leaves out its "Reply STOP to opt out" sentence, because STOP opts families out of texts only.
- A secure message that is only one of your team's keywords gets that keyword's reply instead.
- A family gets at most one auto-reply a minute, and five in 24 hours, in each chat.
Related
Set business hours and auto-replies
Set a team's opening hours, send an automatic reply to texts that arrive after hours, and add a busy reply for full days in the office.
Answer keywords and track requests
Give a team's number keywords like REFILL or FORMS. A family who texts one gets your reply right away, and the chat waits under Requests until someone marks it handled.