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Send Text Auto Replies

Send approved service text replies and hand off open questions

Use this Agent instantly or customize it - no programming needed

Handle customer texts and brief the service team
Reads
  • Customer text
    Customer text

    Your customer's new text starts the run and identifies the contact and conversation.

  • Recent text exchange
    Recent text exchange

    Your recent messages show what the customer asked and whether someone already answered.

  • Approved replies and handoff rules
    Approved replies and handoff rules

    Your service lead's pinned message gives current approved wording and handoff rules.

  • Recent texts to share
    Recent texts to share

    You choose how many recent texts the team sees in each handoff.

Customer texting inbox
Customer texting inbox

Your customer texting inbox receives customer texts, shows recent messages, and sends approved replies.
Customer texting inbox
Service team chat
Service team chat

Your service team chat holds pinned approved replies and receives each team handoff.
Has the customer already received an answer?YesNo
Share the exchange and earlier answer with the team
Writes
  • Service team handoff
    Service team handoff

    Your team sees recent texts, reply results, and reasons a person must take over.

Is the pinned guidance missing, outdated, or conflicting?YesNo
Withhold the reply and brief the team on the guidance problem
Writes
  • Service team handoff
    Service team handoff

    Your team sees recent texts, reply results, and reasons a person must take over.

Does the question need a person or lack a clear approved reply?YesNo
Hand the unanswered question and recent texts to the team
Writes
  • Service team handoff
    Service team handoff

    Your team sees recent texts, reply results, and reasons a person must take over.

Send the exact approved reply and brief the team on the result
Writes
  • Approved text reply
    Approved text reply

    Your customer receives the exact approved wording when their question clearly matches.

  • Service team handoff
    Service team handoff

    Your team sees recent texts, reply results, and reasons a person must take over.

This Agent starts when a customer texts your service number. It checks recent texts and pinned replies in your team chat. It sends matching wording, then shares the exchange and open questions with your team.

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Made for your industry

Send Text Auto Replies is made for businesses in these industries.

Made for your role

Send Text Auto Replies is made for people in these roles.

Made for your department

Send Text Auto Replies is made for people in these departments.

How Send Text Auto Replies works

4 steps, in order, on every run.

  1. Review the recent text exchangeRead recent messages in the customer's conversation, including replies sent after the new text. Flag an answered question to avoid a duplicate.
  2. Check your team's pinned repliesRead the service lead's pinned guidance in team chat. Find the matching wording and cases that need a person.
  3. Send a matching text replySend the exact wording by text when the question clearly matches and no later answer exists. Withhold a reply when the guidance cannot settle it.
  4. Brief the service teamPost the recent exchange and send result in the chosen team channel. Flag unanswered questions or a failed send for a person.

How to Get Started

Connect your tools

Connect the tools you already use, such as LeadConnector, monday.com or Zoom.

13 tools
Set your rules
  • Connect the business's service SMS number and choose the service team's chat channel.
  • Have the service lead pin one current message in that channel containing the approved reply text for each routine question and the cases that require a person.
  • Choose how many recent text messages the team should receive with each handoff, and identify the service team members who watch the channel.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Send Text Auto Replies:

Where do the text auto replies come from?

You choose the wording by pinning one current guidance message in your service team chat. Include routine replies and cases for a person.

What happens if a question has no clear match?

Your service team gets the recent conversation and the reason for handoff. The Agent sends no automatic reply for unclear or sensitive cases.

Will it send a second reply if someone already answered?

No. It checks for a later answer before texting and tells your team if someone already handled the question.

What does the service team see in a handoff?

Your chosen channel gets the customer's number and recent texts. You choose how many messages it includes; the team also sees any reply or sending error.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.

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