How to Set Up Auto-Replies

In Converge, go to Settings → Auto-Replies. This is where you configure automatic responses that are sent without human intervention.

What auto-replies do: Auto-replies instantly acknowledge customer messages when your team is unavailable, or provide immediate responses during working hours. This sets expectations and lets customers know their message was received.

Types of auto-replies:

• After-hours reply: Sent outside your working hours when no agents are online
• Instant acknowledgment: Sent immediately for every new conversation
• Away message: Sent when all agents are offline or set to "away" status

Why auto-replies matter: Customers hate uncertainty. When they send a message and hear nothing back, they worry it wasn't received. Auto-replies provide immediate confirmation that you'll get back to them.

In Auto-Replies settings, you'll see two separate controls: the default reply mode and an optional offline reply.

Default Reply Mode: This controls when auto-replies are sent for new conversations:

• Always: An auto-reply is sent for every new conversation, regardless of working hours. Use this if you want immediate acknowledgment for all messages.
• Working Hours: Auto-replies are sent only outside your configured working hours. When your team is online, no auto-reply is sent — customers hear from a real person.
• Disabled: No auto-replies are sent. Choose this if you don't want automated responses.

Offline Reply: Separately, you can configure an offline variant that is sent during offline hours. This lets you have a different message when your team is offline vs the default auto-reply.

Choosing the right mode:

• Working hours is best for teams with predictable schedules (9-5, Mon-Fri)
• Always works for high-volume support where immediate acknowledgment is critical
• Disabled when your team responds fast enough that auto-replies aren't needed

Platform limitations: Some platforms like WhatsApp have strict policies on business-initiated messages. On WhatsApp, you can only send auto-replies in response to customer-initiated conversations. This is a WhatsApp policy, not a Converge limitation.

Write the auto-reply message that customers will receive. Keep it helpful, clear, and sets proper expectations.

Best practices for auto-reply content:

• Acknowledge immediately: Start by confirming you received their message
• Set expectations: Tell them when they'll hear back (e.g., "within 24 hours", "by next business day")
• Offer alternatives: Provide options for urgent issues (phone number, knowledge base link)
• Keep it brief: Long auto-replies feel impersonal. 2-3 sentences is ideal.
• Stay on brand: Use your company's tone — professional, friendly, or casual depending on your brand voice

Example auto-reply:

Thanks for reaching out to {{company.name}}!
We received your message and will get back to you within 24 hours.

Use variables: Just like quick replies, you can use variables like {{customer.first_name}}, {{company.name}}, and custom variables in auto-replies for personalization.

A/B testing variants: Converge supports multiple auto-reply variants with A/B testing. You can create different versions of your auto-reply and Converge will track which performs better based on customer feedback (thumbs up/down). Use this to optimize your messaging over time.

Per-channel control: Enable or disable auto-replies per platform. For example, you might want auto-replies on WhatsApp and Telegram but not on your website widget where agents respond faster.

Beyond the basic message, there are additional settings to fine-tune how auto-replies behave.

Frequency controls: Converge automatically prevents spamming the same customer with multiple auto-replies. Each customer only receives one auto-reply — if they message again, they won't get another automated response. This avoids repetitive auto-replies if a customer messages multiple times.

Platform-specific settings: Some platforms have unique requirements. For example, WhatsApp requires message templates for certain types of auto-replies. Configure these in the platform-specific settings section.

Working hours integration: If you're using Working Hours mode, make sure your working hours are correctly configured in Settings → Working Hours. Auto-replies depend on these settings to know when your team is "online" vs "offline".

Test your auto-reply: After configuring, send a test message outside working hours (or set your status to away) and verify the auto-reply is sent correctly. Check that:

• The message arrives promptly
• Variables resolve correctly
• The tone is appropriate
• No formatting issues or broken links

Monitor feedback: Pay attention to customer responses to auto-replies. If customers seem frustrated or confused, adjust the message. Auto-replies should help, not annoy.

Success indicator: When customers receive prompt, helpful auto-replies when your team is unavailable — and those auto-replies reduce follow-up "did you get my message?" messages — your auto-reply setup is working well.