Working with Auto-Replies

 
You can manage keyword-based auto-replies for your WeChat account on either the WeChat backend or on Grata. Using Grata’s auto-reply manager allows you to disable replies during your online customer service hours, store multilingual replies, and use replies to start chats and set routing.
 

Tips on Auto-Replies

We recommend being careful with auto-replies as it can be confusing to a user in a live conversation if they mistakenly trigger an auto-reply. By default we disable replies during your business hours. If you need replies enabled all the time, be careful to only use keywords that would not naturally be used as a message. Grata will only send an auto-reply if the entire message is an exact match.
 
Auto-replies tend to work well when the user is prompted with a list of responses. Some accounts implement this in the follower welcome message, something like “…Reply [1] to request a map, [2] for driving directions…”. You could also involve them in a specific marketing campaign (eg. “Send ‘Happy Oktoberfest” to our account to get a special coupon for our Oktoberfest celebration.”).
 
Grata’s Auto-Replies Manager is located in the Admin Panel, in the side menu under Content.
 

How to Create Auto-Replies

 
Get started by clicking on the blue button “Create Auto-Reply” to get started.
 

Add keywords

Keywords can be multilingual and are case-sensitive. Again, Grata will only trigger the auto-reply for an exact match.  In the example below, a user sending the message “I have a question on the menu” will not receive the menu auto-reply, that message will be sent to your Grata console to talk to a live person.

Create an Auto Reply

Send a text message

You can store text replies in multiple languages. Use the code “$username” to insert your follower’s name in a personalized message.
 

Send a card

You also have the option to reply with a card, either an existing card or click “Create custom card”. If you need more help on cards, please refer to our help desk content on cards. Current platform rules only allow you to send a single card as an auto-reply.
 

Advanced behaviors

You may have noticed the drop-down menu option to control more granular behaviors of what happens when a user triggers an auto-reply.

Auto-Reply Advanced Behaviors
The default option is not to record auto-replies, but you can change this for each auto-reply. Consider recording these messages if they can give context to a conversation or otherwise help agents signal user intent. Be careful using the third option as it will automatically open a new conversation in the Grata console with an agent — you want to make sure this behavior is clearly communicated to your follower and that you don’t overly burden your agents.
 
In the example in the above image, a restaurant owner might consider triggering a conversation in the console when a follower receives the instructions on how to order through WeChat. If the follower doesn’t order anything a few minutes, the restaurant could send a personal follow-up message and ask if the user has any questions about how to order.