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 5pm, Sunday closed, etc.

Note: if the user setup 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 select a text material for this setting.

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

- Sample content: 

mceclip0.png

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

- After select this setting and setup test material correctly, when customer start new chat and typing any query that 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 select a text material for this setting.

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

- Sample Content: 

mceclip3.png

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

- User select a text material for this setting.

- After select this setting and setup test material correctly, when bot/agent replied customer and customer hasn't reply in 24 hours and the current status of ticket is not SOLVED, 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 is met and no default action criteria is met."

- User select a text material for this setting.

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

  • it's working hour
  • AND it's customer first time chat 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 user tick at the option, once the chat of customer is expired, it will keep the last assignee instead of rerouting to bot.

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

How did we do?

How can I set out of office message?

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