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.
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)
General Questions
What is the Default Action feature in WATI? → The Default Action feature automates replies when agents are unavailable, during slow responses, or when the 24-hour messaging window is about to expire. It ensures customers receive timely responses even outside working hours.
Why should I configure Default Action settings? → Configuring Default Action settings helps maintain customer satisfaction by providing automated responses during delays, off-hours, or when no agents are available. It also ensures compliance with messaging window requirements.
Where can I find the Default Action settings? → Log in to your WATI Team Inbox, navigate to the Automation section, and click on Default Action in the left panel.
Working Hours and Holiday Mode
How do I set my working hours in Default Action? → Click the "Set Working Hours" button, define your office hours (e.g., Monday–Friday, 09:00–17:00), and click Save. You can also mark specific days as closed.
What happens if I set multiple working hours for the same day? → Only the last record of working hours for that day will be applied. Earlier entries will be overwritten.
How does Holiday Mode work in Default Action? → Enabling Holiday Mode marks your status as unavailable, and WATI will send automated replies to all incoming messages until you manually disable it.
Default Action Rules
What is the "Outside Working Hours – No Agent Available" rule? → This rule sends an automated reply to customers who message outside your working hours when no agents are online.
What is the purpose of the 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 to greet the customer.
How does the "Slow Response During Working Hours" rule work? → If a customer waits for more than the configured time (e.g., XX minutes) without a reply, WATI will send an automated response to acknowledge the delay.
What is the "Customer Inactivity – 24-Hour Window" rule? → 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 to keep the conversation active.
When is the Fallback Message sent? → The Fallback Message is sent when a customer’s message does not match any keyword and no other Default Action rule applies.
What does the "Expired Chats – Keeping the Last Assignee" setting do? → When enabled, expired chats remain assigned to the last agent instead of being reassigned to the bot. The next message from the customer will notify the last assigned agent directly.
Reply Materials and Customization
What are Reply Materials in Default Action? → Reply Materials are predefined text responses used for automated replies in Default Action rules. You can customize these messages to suit your business needs.
Can I customize the automated replies for each Default Action rule? → Yes, you can customize the automated replies by selecting or creating specific Reply Materials for each rule.
How do I ensure my automated replies are effective? → Use clear, concise, and friendly language in your Reply Materials. Ensure the messages provide useful information or set clear expectations for the customer.