Auto Replies: Triggers, Messages, Links and Media

Dashboard > Auto Replies stores prepared responses for matching customer messages. A prepared Auto Reply does not use the monthly AI-generated reply allowance; external messaging/provider fees and configured feature limits can still apply.

Before you start

Choose the customer question/trigger and write the actual reply. Decide which channel will receive it, whether a public Instagram comment is appropriate, and what links/media can be shared. Check the limits shown by the form for replies and each content type.

Create a prepared reply

1. Select Add/New Auto Reply.
2. Enter a title, optional purpose/description, active status and priority.
3. Choose Exact or Contains matching and review Case sensitive.
4. Enter triggers one per line. Exact is for a complete matching input; Contains can match within a longer message, so avoid overly broad words.
5. Add at least one supported content item.
6. Save, reopen the item and test the trigger from your own customer account.

If multiple triggers overlap, narrow them and test priority behavior rather than assuming a random reply will be selected. An inactive item is not available as an active response.

Text, links and media

Area	How to configure
Text Messages	Add the prepared text entries and choose LTR/RTL direction for each
Links	Supply URL, optional label and Text or Button display mode
Media	Select the permitted image, video, audio or voice type; upload a file or choose from Media Library
Instagram Public Comment Replies	Add concise public-safe text separate from private DM content

Use the counters shown in the form. A button/media item supported in one channel may need different delivery in another. Do not assume an Instagram comment can carry the same attachments as a private message. Remove private customer details from public-reply text.

How it interacts with AI

In supported Answer all with AI routes, configured Auto Replies are checked first. If no trigger matches, the normal AI path can answer. In Auto Replies only, only matching prepared triggers receive a response; an unmatched question is not automatically sent to AI.

Configure Instagram DM, story and comment modes separately in Messaging Channels. Saving an Auto Reply does not turn on a disabled channel/reply type.

Verify, edit and disable

Test a matching message, a nonmatching message and an overlapping trigger. Check actual text, direction, links and media on the target channel. Edit and Save an existing item to update it. Deactivate to stop using it without deleting its content; use Delete only when you intend to remove it.

Troubleshooting

No response: check active status, trigger spelling, match type, case sensitivity, selected channel mode and channel connection. Wrong response: inspect overlapping triggers and priorities. Media failure: check file type, size, accessibility and channel support. Save rejected: read the exact plan/form limit and confirm title, trigger and content are present.

Prepared replies are not generated factual answers: update them when prices, policies or opening hours change. See Knowledge Base for maintained factual articles.