Summary
When building a chatbot with Wati Automation, you can create fixed reply templates called Reply Materials. These templates are used as actions within Rules, allowing you to automate responses when a specific rule is executed when the conditions are met.
By designing reusable Reply Materials, you can efficiently manage responses across multiple keyword triggers, saving time and improving customer engagement.
Instructions
Types of Reply Materials
WATI supports various types of Reply Materials that can be used in automated responses:
1. Text
Sends a simple text message.
Supports emojis for better engagement.
2. Document
Allows sending file attachments such as PDFs, Excel sheets, and Word documents.
3. Image
Sends image files in supported formats like JPG and PNG.
4. Stickers
Sends a sticker with a
.webpextension.Maximum size: 100KB (512x512 pixels).
5. Chatbots
Enables an interactive chatbot experience.
Customers can go through a series of structured questions and answers.
Chatbots can be managed from the Chatbots menu.
6. Contact Attributes
Updates a customer's existing attributes with new values.
Useful for tracking customer preferences based on their interactions.
7. Templates
Allows reusing approved WhatsApp templates for automated replies.
8. Sequences
Triggers pre-configured sequences from the Automation module as a reply.
Sample Reply Materials
Here are some example Reply Materials that can be used to automate responses:
Welcoming Message
Hi {{name}}, how can I help you?1. Opening Hours2. Shop Locations3. Pricing4. Talk to an agentOpening Hours
Please note that our opening hours are:- Monday to Friday: 9 AM - 6 PM- Closed on public holidays 🕰
Shop Locations
We have 2 shops in Hong Kong:- 1 Star Street, Central- 3 Moon Street, KowloonCome visit us, we look forward to seeing you! 😇
Pricing
Thank you for your interest! Please see the attachment below for product details.[[Attach an image or PDF file]]
Talk to an Agent
Hi {{name}}, please wait while we connect you to a live agent.Out-of-Office Response
Hi {{name}}, sorry we are out of office now. Please contact us again during our office hours (Mon-Fri, 9 AM - 5 PM).24-Hour Response Notice
Hi {{name}}, hope you are well. This chat will be closing in 1 hour. If you have more questions, please feel free to message us again!Slower Response During Working Hours
Hi {{name}}, thank you for your message. Our agents will get back to you as soon as possible.How to Add a Reply Material
To create a new Reply Material in WATI:
Navigate to the Automation Menu
Go to the Automation section in your WATI dashboard.
Select Reply Materials
Click on the Reply Materials tab.
Create a New Reply Material
Click Add New Reply Material.
Choose the Reply Type
Select from Text, Document, Image, Stickers, Chatbots, Contact Attributes, Templates, or Sequences.
Enter Reply Content
Add the message, file, or chatbot configuration as needed.
Save and Apply
Click Save to finalize the Reply Material.
Attach it to a Keyword Action or Default Action as required. By following these steps, you can create effective Reply Materials to enhance customer interactions and automate chatbot responses seamlessly.
Frequently Asked Questions (FAQs)
General Questions
1. What are Reply Materials in WATI?
→ Reply Materials are predefined response templates used in WATI Automation. They can be triggered by Keyword Actions or Default Actions to automate replies, reducing manual effort and improving response times.
2. Why should I use Reply Materials?
→ Using Reply Materials helps ensure consistent responses, saves time by reusing common replies, and enhances customer engagement through automation.
Types of Reply Materials
3. What types of Reply Materials are available in WATI?
→ WATI supports the following types of Reply Materials:
Text: Sends a simple text message with emoji support.
Document: Sends file attachments (PDF, Excel, Word, etc.).
Image: Sends supported image formats (JPG, PNG, etc.).
Stickers: Sends .webp stickers (max size: 100KB, 512x512 pixels).
Chatbots: Enables structured question-answer interactions.
Contact Attributes: Updates customer attributes.
Templates: Uses approved WhatsApp templates.
Sequences: Triggers predefined automation sequences.
4. Can I send multiple types of Reply Materials in one response?
→ No, each Reply Material is a separate response. However, you can set up multiple Keyword Actions to trigger different responses sequentially.
5. What file types are supported for Document Reply Materials?
→ You can upload and send files in formats such as PDF, XLS, and DOC.
6. What image formats are supported for Image Reply Materials?
→ Supported image formats include JPG and PNG.
7. How do Contact Attributes work as a Reply Material?
→ When a customer's message matches a keyword linked to a Contact Attribute Reply Material, their stored attributes are updated with predefined values. This helps in tracking preferences and customer data.
Setting Up Reply Materials
8. How do I create a new Reply Material in WATI?
→ To create a Reply Material:
Navigate to the Automation section in your WATI dashboard.
Click on the Reply Materials tab.
Click Add New Reply Material.
Choose the Reply Type (Text, Document, Image, etc.).
Enter the content or upload necessary files.
Click Save to finalize the Reply Material.
Attach it to a Keyword Action or Default Action as needed.
9. Can I edit an existing Reply Material?
→ Yes, you can edit existing Reply Materials by going to the Reply Materials tab, selecting the material you want to modify, making changes, and clicking Save.
10. How do I link a Reply Material to a Keyword Action?
→ When creating or editing a Keyword Action, you will have the option to select a Reply Material. Choose the appropriate material and save your changes.
Usage and Best Practices
11. Can I use Reply Materials for chat routing?
→ No, Reply Materials are used for automated responses. For chat routing (assigning messages to agents or teams), you need to configure Keyword Actions with routing settings.
12. How can I optimize Reply Materials for better customer interactions?
Use concise and clear text messages.
Include emojis to make responses more engaging.
Ensure documents and images are relevant and up-to-date.
Utilize chatbots for structured conversations.
Update Contact Attributes to personalize responses.
13. What happens if a customer's message matches multiple Keyword Actions?
→ If a message matches multiple Keyword Actions, WATI will execute the action based on priority order. You can adjust keyword priorities in the settings.
14. Can I use Reply Materials in multiple Keyword Actions?
→ Yes, the same Reply Material can be reused across different Keyword Actions to ensure consistency in responses.
15. Is there a limit to the number of Reply Materials I can create?
→ No, there is no limit. You can create as many Reply Materials as needed to support your automation workflows.