What and how to add a Default Action?

1. What is Default Action?

You can first set your current working hours.

Default Action lets you automate replies for non-working hours, slow replies, 24-hour messaging timeframe. 

The replies for Default Action Rules are also used from the Reply Material.

2. How to add/update Default Action? 

To access this feature, click the Automation menu. On the left panel, click "Default Action".

2.1 Button "Set working hours": User can set when is out of office hours e.g. Monday 9 am to 5 pm, Sunday closed, etc.

Note: if the user set up the time of a day multiple times, only the last record will be applied.

Users can also tick at the check box Holiday mode (Closed, outside working hours, non-working hours.). This means after saving the setting, it's a holiday until it's unticked.

After all the necessary settings, click "Save".

2.2 Default action setting:

There are 6 settings:

1."When it is not working hours, and there is no customer service online, reply to the following"

- User selects a text material for this setting.

- After selecting this setting and setup test material correctly, when the customer asking outside of working hours and no agent picked up the chat, the bot will reply follow the text material selected.

- Sample content: 

mceclip0.png

2. "Send the following welcome message when a new chat is started and no keyword search criteria are met"

- After selecting this setting and setup test material correctly, when customers start a new chat and typing any query that does not match any keyword, the selected welcome message will be sent.

- Sample content:

mceclip1.png

3. During working hours, users wait more than xx minutes without any reply, reply to the following

- User selecting a text material for this setting.

- After selecting this setting and setup test material correctly, when the customer asking and no agent picked up the chat after xx minutes, the bot will reply follow the text material selected.

- Sample Content: 

mceclip3.png

4. If the customer does not respond and it's not SOLVED, when it almost reaches 24 hours since the last message, use the following reply

- User selects a text material for this setting.

- After selecting this setting and setup test material correctly, when the bot/agent replied customer and the customer hasn't replied in 24 hours and the current status of the ticket is not SOLVED, the bot will reply follow text material

- The content is sent to the customer at the 23rd hour of inactiveness from the customer's side.

- Sample content:

mceclip4.png

5. "Send the following fallback message if no keyword search criteria are met and no default action criteria are met."

- User selects a text material for this setting.

- After selecting this setting and setup test material correctly, the reply will be sent when:

  • it's working hour
  • AND if the customer is chatting for the first time with WATI/ or customer reopening an expired chat
  • AND it didn't match any existing keyword

- Sample content:

mceclip5.png

6. "Expired chat will not be assigned to Bot but leave the last assignee"

- User tick or untick at the option. If the user tick at the option, once the chat of the customer is expired, it will keep the last assignee instead of rerouting to the bot.

Note: For this setting, if the user ticks, the next time when a customer sends any query, it will go directly to the last assignee's notification. Also, no automation message is sent (since the current assignee is not a bot). 

How did we do?

How can I set out of office message?

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