Why it matters
Auto responses help you maintain engagement with contacts when your team is unavailable. They can send instant replies, start automated chat agents, or add contacts to sequences — ensuring that no message goes unanswered.
Key Concepts
Auto Response: An automated action triggered when a message is received.
Channel: The communication pathway (e.g., SMS, Email, Voice AI) where auto responses are configured.
After Business Hours Auto Response: A setting that determines what happens when messages arrive outside your set business hours.
Step-by-Step: Configure Auto Responses
Go to Settings.
Navigate to Settings → Organisation Settings → Channels.
Edit a Channel.
Find the channel you want to update. Click the three horizontal dots under Actions, then select Edit Channel.
Open the Auto Responses tab.
Under this tab, choose when you want Whippy to send auto responses:
Always send automatic responses
Only send when channel is open
Only send when channel is closed
Never send automatic responses
Select an Action Type (if applicable).
If you select any option except “Never,” the After Business Hours Auto Response section appears. Choose one of the following:
Send Message
Start Chat Agent
Add to Sequence
Configure your selected action.
Send Message:
Enter your message (max 300 characters).
Add templates or variables as needed.
Click Update Auto Response to save.
Start Chat Agent:
Choose an agent from the dropdown.
Click Update Auto Response.
Add to Sequence:
Select a sequence from the dropdown list.
Click Update Auto Response.
Save your changes.
If you try to leave the tab without saving, a confirmation modal will appear:
Click Confirm to discard changes.
Click Cancel to go back and click Update Auto Response to save.
Tips and Best Practices
Use auto responses to acknowledge messages outside business hours.
Keep your messages short and include expected response times if possible.
Select Start Chat Agent for 24/7 automated engagement.
Always click Update Auto Response before leaving the page.
Troubleshooting
Issue | Possible Cause | Fix |
Auto response not triggering | Incorrect schedule | Confirm the correct setting (open, closed, or always). |
Message not saving | Unsaved edits | Click Update Auto Response before exiting. |
Sequence not starting | Wrong action type | Verify that “Add to Sequence” is selected. |