How automatic replies work

What happens to a customer's message

When a customer writes, the assistant tries these in order:

1. 1

   If the chat has been taken over by your team, or auto-replies are paused, it stays quiet.

2. 2

   Outside your opening hours it can send your Away message.

3. 3

   A reply flow whose keywords match, or a booking, reschedule or cancel request, is handled first.

4. 4

   Anything else goes to what you chose under When nothing else answers.

When nothing else answers

Choose this at the top of Business info → Personality & handoff. It saves as soon as you pick.

• AI: the AI answers from your business info, services and FAQs. If your AI credits run out, FAQ answers carry on and anything else comes to you.
• FAQ answers only: FAQ answers and prices are sent word for word. Everything else comes to you.
• Your team: every other message comes to your team.

What the assistant will not do

• It does not invent prices, times, phone numbers, links, discounts or policies. A reply that would is held back and the chat goes to your team.
• It never says something is booked unless the booking is really saved.
• A medical emergency gets a fixed message to call 108 and goes to your team. Health or safety questions without an FAQ answer go to your team too.
• Refunds and complaints always go to a person.