Automation

Automation is the configuration for phone numbers, including:

• Welcome message (Feature Deprecation)
• Ice breaker
• Auto-reply for unassigned conversation
• Auto-reply for in queue conversations
• Auto-reply for delayed agent responses
• Auto-close Inbox conversations
• CSAT

Automation settings guidance:
WhatsApp accounts > Number Settings > Inbox > Automations

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Welcome message (Feature Deprecation)

Timing of sending: Whenever a WhatsApp user fist opens a chat window with you. Message format: Welcome messages can be sent in free-form: text, media, interactive messages with buttons. For example: Media message, see the example below: Use case: Welcome messages are great for service interactions, such as customer support. For example, you can embed a WhatsApp button on your app or website. When a user clicks on the button, they are directed to WhatsApp, where they will receive a welcome message providing context on how to interact with you. Charges: Although welcome messages are proactively sent by the business, the messages sent will be charged as service conversation type.

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Steps

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Step 1: Enable the welcome message switch

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Step 2: Edit the auto-reply message content

Supported message types:

• Text message: Pure text type message. Supports Emoji, bold, italic, etc.
• Rich media message: Image/video/file + text type message.
• Interactive message: Interactive messages with buttons, such as quick reply buttons, view website buttons, list buttons.

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Ice breakers

Ice breakers provide users with a way to start a conversation with a business through a list of common questions. When a user opens your chat window, a list of preset ice breaker phrases will appear in the user’s input box, and the user can send a message immediately by clicking on it. Rules: You can configure up to 4 ice breakers on a phone number. Each ice breaker can have up to 80 characters. Emojis are not supported.

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Steps

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Step 1: Enable the ice breaker switch

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Step 2: Set options

After setting the options, click Save.

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Auto-reply for unassigned conversations

When a conversation enters unassigned, which means no one is serving the conversation, the system automatically replies to the customer with a message to ensure timely response.

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Steps

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Step 1: Turn on the switch

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Step 2: Edit the auto-reply content

Click the Edit button to edit. Supported message types:

• Text message: Pure text type message. Supports Emoji, bold, italic, etc.
• Rich media message: Image/video/file + text type message.
• Interactive message: Interactive messages with buttons, such as quick reply buttons, view website buttons, list buttons.

After setting, click Save.

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Auto-reply for in queue conversations

When this switch is turned on, conversations in the queue will receive an automatically sent message, notifying the customer that they are currently in a waiting state, ensuring timely responses. If a staff member who has reached their reception limit closes one of their ongoing conversations, a conversation from the queue will automatically be assigned to their inbox. Additionally, staff members can also manually claim conversations that are in the queue.

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Steps

Method 1: When the reception limit is reached, the number of people currently in the queue will be displayed at the top of the staff member’s Inbox interface. Click on people in queue, select the conversation you want to transfer to yourself, and the transfer will be successful. Method 2: Inbox > Unassigned > In queue You can view the conversations currently in the queue. Click into a conversation to transfer it.

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Auto-reply for delayed agent responses

If the customer’s message is not replied to by the agents within the specified time, the system will automatically send a message to the customer. You can set the waiting time for sending reminder messages.

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Steps

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Step 1: Turn on the switch

Locate Auto-reply for delayed agent responses and turn on its switch. Expand the section to view its settings.

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Step 2: Set the waiting time and reply content

Waiting time: If the agent has not replied to the customer within the set time, the system will automatically reply. Click the Edit button to edit the content. Supported message types:

• Text message: Pure text type message. Supports Emoji, bold, italic, etc.
• Rich media message: Image/video/file + text type message.
• Interactive message: Interactive messages with buttons, such as quick reply buttons, view website buttons, list buttons.

After setting, click Save.

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Auto-close Inbox conversations

In the case of agent is serving the conversation, if the customer does not reply within the set time, the system will automatically close the conversation. You can set the auto-close time.

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Steps

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Step 1: Turn on the switch

Locate Auto-close Inbox conversations and turn on its switch. Expand the section to view its settings.

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Step 2: Edit the auto-close time

Supported configuration range: 1 minute to 72 hours. Recommended configuration parameter: 24 hours. After configuration, click Save.

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CSAT (Customer Satisfaction)

When CSAT automation is enabled, YCloud automatically sends a satisfaction survey after a conversation handled by a human agent is closed. CSAT surveys are not triggered for conversations handled by a bot.

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Configure CSAT automation

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Step 1: Enable CSAT

Turn on the CSAT switch for the phone number.

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Step 2: Configure the survey message

Customize the message sent to the customer and the button they select to open the survey.

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Step 3: Select the component language

Under CSAT form component, select the language used for the button and feedback fields displayed in the WhatsApp Flow. This allows you to present the survey in the language appropriate for your customers. You can also customize the Button text, such as Rate.

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Step 4: Choose the feedback components

Select one or more of the three available feedback components: The selected components determine the fields customers see when they open the CSAT form.

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Step 5: Set a valid response period

Enable Valid response period to define how long customers have to submit a response that counts toward CSAT results. Set the duration in hours and minutes. The response period starts when the CSAT survey is sent. Only responses received within the configured period are saved in Inbox and included in Analytics. Responses submitted after the period expires are not counted toward the CSAT score.

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Step 6: Save the automation

Review the survey message, language, selected components, and response period, then click Save.