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Automated Welcome and Away Messages

Susan Swier Updated by Susan Swier

Business Goal: Automatically welcome Contacts and let them know when they can expect a response.

When someone messages your business, you’ll want to respond to them as soon as possible. Automated welcome and away messages allow an immediate response and can be used to manage Contacts’ expectations.

Benefits of Welcome and Away Messages

Use welcome and away messages to:

  • Provide a standard greeting and introduction to your business.
  • Respond to Contacts immediately.
  • Let Contacts know when they can expect a reply.

Methods for Sending Welcome and Away Messages

1. Send a basic automated reply when a Contact opens a conversation.

2. Send welcome and away messages based on business hours.

Send a basic automated reply when a Contact opens a conversation
Use this method when you want to immediately send a greeting or an away message when a Contact messages you.

Method Objectives

  • Set up a Workflow Trigger for when a conversation is opened.
  • Use the Send a Message Step to send an automated reply.

Workflow Setup

Here’s how to use a Workflow to send an automated reply to Contacts when a conversation is opened.

welcome and away message workflow

Set up a Workflow Trigger for when a conversation is opened

Tip: Learn more about Triggers here.

Use the Conversation Opened Trigger to start the Workflow when a new message comes in.

screenshot of a conversation opened trigger

In Trigger, select Conversation Opened > expand Trigger Conditions and set the conditions to Source is equal to Contact. This configuration will activate this workflow only when a Contact opens a conversation.

Use the Send a Message Step to send an automated reply

Tip: Learn more about the Send a Message Step here.

Choose Send a Message as the next step in the Workflow to write a welcome message or an away message.

Use the Send a Message Step to send an automatic welcome message
1. Select the Send a Message Step to add a Welcome message.
2. Write the message text that you want Contacts to see when they first message you.
Use the Send a Message Step to send an automatic away message
A basic away message lets Contacts know that no one is currently available. Turn this Workflow on when agents are all away and turn it off when they’re back online.
1. Select the Send a Message Step to add an Away message.
2. Write the message text that you want Contacts to see when you are not available to reply to them immediately.

Send welcome and away messages based on business hours
Use this method when you want to send a welcome message during business hours and an away message outside of these hours.

Method Objectives

  • Use the Conversation Opened Trigger to activate a Workflow when a Contact opens a conversation.
  • Use the Date & Time Step to set business hours.
  • Use the Send a Message Step to send an automatic welcome or away message.

Workflow Setup

Here’s how to use a Workflow to send a welcome and away message based on business hours.

screenshot of workflow to send a welcome or away message based on business hours
Use the Conversation Opened Trigger to activate a Workflow when a Contact opens a conversation
Tip: Learn more about Triggers here.

Use the Conversation Opened Trigger to start the Workflow when a new message comes in.

screenshot of the trigger step of a welcome and away message workflow

In Trigger, select Conversation Opened > expand Trigger Conditions and set the conditions to Source is equal to Contact. This configuration will activate this workflow only when a Contact opens a conversation.

Use the Date & Time Step to set business hours
Tip: Learn more about the Date & Time Step here.
Screenshot of Date and Time Step for a workflow

Select the Date & Time Step > choose Business Hours and is within from the dropdowns > adjust the days and hours in the table according to your business hours > set the correct time zone.

Use the Send a Message Step to send an automatic welcome or away message
Tip: Learn more about the Send a Message Step here.

Under the Success and Failure branches, add the Send a Message Step.

screenshot of workflow to send a welcome message during business hours

The Success branch means the message arrived during business hours. Write a welcome message here.

screenshot of workflow to send an away message if a message is received after business hours

The Failure branch means the message arrived outside of business hours. Write an away message here.

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