Summary
The Default Action feature in WATI helps automate replies when agents are unavailable, during slow responses, or when the 24-hour messaging window is about to expire. By setting up Default Action Rules, you can ensure customers receive timely responses even outside working hours. This guide walks you through how to configure and update Default Action settings in WATI.
Note:
Default Action is a legacy feature. We suggest using Rules instead, which offers greater flexibility and improved performance.
If you want to set up a welcome or out-of-office message, use the built-in rules. Click here to read more about it.
Built-in rules are free to use. However, welcome and out-of-office messages sent through the default action are chargeable.
Instructions
Setting Up Default Action
Accessing Default Action Settings
To configure Default Action:
Log in to your WATI Team Inbox.
Navigate to the Automation section.
Click Default Action in the left panel.
Configuring Working Hours
Click the Set Working Hours button.
Define your office hours (e.g., Monday–Friday, 09:00–17:00; Sunday closed).
If necessary, enable Holiday Mode by checking the box. This marks your status as unavailable until manually disabled.
Click Save to apply changes.
Note: If you set multiple working hours for the same day, only the last record will be applied.
Default Action Settings
There are six key Default Action settings. Each setting requires selecting a Reply Material, which contains the predefined text response.
1. Outside Working Hours – No Agent Available
When customers message outside working hours and no agent is online, an automatic reply will be sent based on the selected text material.
2. Welcome Message for New Chats
If a new chat starts and the customer’s query does not match any keyword, a predefined welcome message will be sent.
3. Slow Response During Working Hours
If a customer waits for more than XX minutes without a reply, WATI will send an automated response.
4. Customer Inactivity – 24-Hour Window
If a customer does not respond, and the conversation is not marked as SOLVED, WATI will send a follow-up message at the 23rd hour of inactivity.
5. Fallback Message (No Keywords Matched)
If a customer's message does not match any keyword and no other Default Action rule applies, a fallback message will be sent.
Fallback message will only be triggered once every 30 minutes
6. Expired Chats – Keeping the Last Assignee
When enabled, expired chats will remain assigned to the last agent instead of being reassigned to the bot.
Note: If enabled, the next time a customer sends a message, it will notify the last assigned agent directly, without triggering an automated message.
Frequently Asked Questions (FAQs)
Default Action overview
1. What is the Default Action feature in Wati?
The Default Action feature in Wati automatically sends replies when agents are unavailable, when responses are delayed, or when the 24-hour messaging window is about to expire. Default Action rules help ensure customers receive responses even when agents are not available.
2. Is Default Action the recommended automation feature in Wati?
No. Default Action is a legacy feature. Wati recommends using Rules instead because Rules provide greater flexibility and improved performance.
3. Are welcome and out-of-office messages through Default Action free?
No. Welcome and out-of-office messages sent through Default Action are chargeable. Wati recommends using built-in Rules instead, which allow you to set up welcome or out-of-office messages for free.
Accessing and configuring Default Action
4. How do you access the Default Action settings in Wati?
To access Default Action settings, log in to the Wati Team Inbox, go to the Automation section, and click Default Action from the left panel.
5. How do you configure working hours for Default Action in Wati?
To configure working hours in Default Action, log in to the Wati Team Inbox, open Automation, select Default Action, click Set Working Hours, define your office hours such as Monday–Friday from 09:00 to 17:00, optionally enable Holiday Mode, and click Save to apply the changes.
6. What happens if multiple working hours are set for the same day in Default Action?
If multiple working hours are configured for the same day in Default Action, only the last working-hours record will be applied.
7. What does Holiday Mode do in Default Action?
Holiday Mode marks the account status as unavailable until the setting is manually disabled.
Default Action behavior
8. What happens when a customer messages outside working hours and no agent is available?
When a customer sends a message outside working hours and no agent is online, Wati automatically sends a reply based on the selected reply material.
9. What happens if a customer's message does not match any keyword in Default Action?
If a customer's message does not match any keyword and no other Default Action rule applies, Wati sends a fallback message. The fallback message can only be triggered once every 30 minutes.
10. What happens to expired chats when the “keep last assignee” option is enabled?
When the Expired Chats – Keeping the Last Assignee option is enabled, expired chats remain assigned to the last agent instead of being reassigned to the bot. If the customer sends another message, the last assigned agent receives the notification directly and no automated message is triggered.