With auto-reply, you can design interactive responses based on triggers such as keywords, time intervals, or new contact additions. These features enable customer interactions like surveys, product recommendations, store location inquiries, or customer service conversations.
✨ New Auto-Reply Updates✨
- Keywords Reply: Automatically activates or deactivates during specific activity periods.
- General Reply: Automatically replies to any input based on monthly schedules, weekends, or daily times.
- Copy Auto-Reply: Helps marketers quickly replicate and set up new auto-replies.
- Frequency Limits: Prevents excessive messaging to avoid disturbing users.
💁🏻♀️What Auto-Reply Can Do
- Auto-reply supports three response types:
- Keywords Reply
- General Reply
- Welcome Message for New Contacts
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Features:
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Scheduled Auto-Replies: Tailor responses to suit various use cases.
- Contact Tagging: Assign tags to contacts for easier segmentation and broadcast.
- Custom Messages: Provide different content for "unbound" and "bound" contacts.
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⚠️ Important Notes on Auto-Reply Usage
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When auto-replies are active, they respond under the following conditions:
- Welcome Message: Automatically sent when a new contact joins LINE OA.
- Keywords Reply: Triggers replies to specified keywords.
- General Reply: Responds to any input during the defined time.
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If multiple auto-reply schedules overlap, the response priority is as follows:
- Monthly > Reply / Non-reply times > Daily
- The same schedule cannot be activated at the same time if the time overlaps
- Example: Daily automatic reply. If there are duplicate automatic replies scheduled, they cannot be activated at the same time.
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Notes on Using CAAC Keywords Auto Assignment
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Avoid Keyword Duplication:
- When using CAAC keywords auto assignment, ensure that the keywords set for CAAC and MAAC do not overlap. If there are duplicate keywords between CAAC and MAAC, only the MAAC auto-reply will be triggered.
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Trigger Logic:
- If CAAC keyword auto assignment is configured and MAAC general auto-reply is enabled simultaneously:
- When a user inputs a CAAC assignment keyword, both actions will be triggered: the CAAC assignment will be completed, and the user will receive the MAAC general auto-reply.
- To minimize interruptions for users, you can adjust the auto-reply frequency of the MAAC general auto-reply.
- If CAAC keyword auto assignment is configured and MAAC general auto-reply is enabled simultaneously:
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Guidelines for Combined Functionality:
For detailed instructions on how to use CAAC automatic assignment rules in conjunction with MAAC features, refer to the relevant documentation.(Tutorials|CAAC Auto Assignment (One of the Assignment)
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Avoid Keyword Duplication:
- Example: Daily automatic reply. If there are duplicate automatic replies scheduled, they cannot be activated at the same time.
▶︎ Welcome Message for New Contacts
A welcome message sent when a contact first joins LINE OA.
⬇️ Setup Instructions:
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Name:
- Assign a name for easier management.
- Assign a name for easier management.
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Reply Type
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Welcome message
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Welcome message
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Tags:
- Optionally set tags. Each auto-reply can have up to 10 tags.
🚨 Note: After setup, the trigger type cannot be changed. To modify, you’ll need to create a new auto-reply.
- Optionally set tags. Each auto-reply can have up to 10 tags.
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Message Content:
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Configure the content of the welcome message.
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Configure the content of the welcome message.
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Final Step:
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After creating, the system will navigate to the auto-reply page. Manually activate the auto-reply to ensure there are no conflicts.
🔔 Note: Only one welcome message can be active at a time in a LINE OA.
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After creating, the system will navigate to the auto-reply page. Manually activate the auto-reply to ensure there are no conflicts.
▶︎ Keywords Reply
Using keyword triggers, customers receive instant information when specified keywords are detected, improving service efficiency.
⬇️ Use Case Examples:
- Product Information: Provide instant product details when contacts use specific keywords, such as “skincare” or “sparkling water.”
- Event Promotions: Trigger event information during specific dates, e.g., “Good weather for cycling” or “Click for gifts.”
⬇️ Setup Instructions:
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Name:
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- Assign a name for easier management.
- Assign a name for easier management.
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Reply type
- Select “Keywords Reply.”
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Keywords Setup:
- Keywords must have unique names. Even disabled auto-replies cannot share the same keyword.
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Scheduling:
- Specific Date Range: Triggers only when the keyword is used within the specified dates.
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No Date Range: Triggers whenever the keyword is used.
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Auto-reply frequency limit
- Prevent excessive messages by limiting responses to once per N hours/days.
- Prevent excessive messages by limiting responses to once per N hours/days.
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Tags:
- Optionally set tags. Each auto-reply can have up to 10 tags.
🚨 Note: After setup, the trigger type cannot be changed. To modify, you’ll need to create a new auto-reply.
- Optionally set tags. Each auto-reply can have up to 10 tags.
- Configure auto-reply for "unbound" and "bound" contacts. Toggle ON/OFF as needed.
💡 Tip: Use templates for easier bulk editing and efficiency.
📚 Review:Why are my button tags all the same?
- Final Step:
After creating, manually activate the auto-reply to prevent conflicts with existing setups.
▶︎ General Reply
General replies respond to any message sent during specified timeframes, improving responsiveness.
⬇️ Use Case Examples:
- Monthly Promotions: Automatically share campaign updates during special days, like brand or member days.
- Working Hours: Set up replies for business or off-hours.
- Daily Schedules: Use for lunch breaks to notify users of the current status.
⬇️ Setup Instructions:
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Name:
- Assign a name for easier management.
- Assign a name for easier management.
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Reply type
- Select “General Reply.”
- Select “General Reply.”
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Scheduling Options::
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Daily Reply: Set auto-replies for specific times every day.
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Daily Reply: Set auto-replies for specific times every day.
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Reply Times: Configure responses for specific working hours.
- Brands can click on "Edit reply hours" to adjust.
- Brands can click on "Edit reply hours" to adjust.
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Non-reply Times: Configure responses outside working hours.
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Monthly Responses: Set up to five specific dates per auto-reply.
- Each auto-reply can only be set for 5 dates.
- Each auto-reply can only be set for 5 dates.
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Reply Times: Configure responses for specific working hours.
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Auto-reply frequency limit
- Prevent excessive messages by limiting responses to once per N hours/days.
- Prevent excessive messages by limiting responses to once per N hours/days.
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Tags:
- Optionally set tags. Each auto-reply can have up to 10 tags.
🚨 Note: After setup, the trigger type cannot be changed. To modify, you’ll need to create a new auto-reply.
- Optionally set tags. Each auto-reply can have up to 10 tags.
- Configure auto-reply for "unbound" and "bound" contacts. Toggle ON/OFF as needed.
💡 Tip: Use templates for easier bulk editing and efficiency.
📚 Review:Why are my button tags all the same?
- Final Step:
After creating, manually activate the auto-reply to prevent conflicts with existing setups.
▶︎ Duplicate
Brands can duplicate auto-reply according to their needs, eliminating repeated settings!
- On the right side of the specified automatic response > click "Duplicate"
- Enter the editing screen and set automatic response (*Please note: keywords cannot be repeated)
- The content of the message will be copied automatically and the brand can modify it by itself.
▶︎ Performance Reports
- Select different types of auto-responses to view data effectiveness within specific time intervals (if you have set specific time intervals, the data will automatically switch to display the numbers for that time interval).
- Click "Export" to export detailed reports, which can be combined with the option of exporting data for specific time intervals.
- Each auto-response's data effectiveness will include the total trigger count, total message delivery count, click-through rate, order count, and revenue.
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Click the chart icon to view more detailed data.
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Click the "..." icon to "Edit," "Archive," or "Delete" the auto-response (archiving means the data will no longer be tracked in the backend, while deletion removes the entire backend data).
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Once in a specific auto-response report, you can set a specific time interval in the top right corner to view data effectiveness.
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Click "Export" to export detailed reports.
- The report will display detailed effectiveness numbers.
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In the bottom right corner, there is a message preview for viewing the content of the auto-response.
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