With Interakt set up WhatsApp automation & send out auto replies to frequently asked questions (FAQ) by their customers. They can manage customer conversations better and improve their experience by creating automated replies for their messages on WhatsApp. These auto-replies are known as Custom Auto Replies.
Following are some of its benefits:
• Manage high volumes of customer conversations efficiently.
• Improve customer experience through smart instantaneous auto-replies.
• Choose from a variety of touchpoints to market and promote your business.
A. Setting up Custom Auto Reply
1. Click on “Automation” from the Settings tab on Interakt. Post which users can click on the “Custom Auto Reply” tab.
2. Users can click on, the “Add new Custom Reply” button to set up a new Custom Auto reply. It is this reply that is once set up appears as a list on the Homepage of the module. In the above screenshot, it shows 133 of 133 total user inputs which means that 133 Custom Auto Replies have been set. Actions such as edit and delete can be performed on each of these replies.
3. On clicking the button – “Add new Custom Reply” a pop-up appears that allows users to set up Auto replies.
For example: This is the user input for which you would expect the Custom Auto Reply to be triggered. Customer Input is mandatory for a Custom Auto Reply to be set up on Interakt.
It consists of input and input variations which makes it a total of 6 variations. Let us understand this through an example, say whenever an end customer reaches out to your business saying, “Do you have various pricing options available?”
You want the message, “Yes! We offer various types of pricing models of the product” to go out.
In this case, the values in “Customer Input” will be as follows:
Customer Input: Pricing option available
Input variations:
1. Different pricing option
2. Tell me more on pricing
3. What is your pricing?
Note: You can set up a total of 6 Inputs of 70 characters each.
Now, let’s look at the next part of setting up Custom Auto Reply which is the response.
B. Setting up the Responses
Interakt users can set up primarily 4 types of Custom Auto Replies. These can be Custom replies, Workflows, Multi-product messages, or Product collection lists.
1. Custom Message
Users can set up a custom message in response to an input triggered as part of the FAQ. This custom message can contain a message body within which there are variables, attachments (such as media files), buttons, and much more. The way a custom message is designed is dependent on the Use Case.
In our example of Customer input, being “Pricing option available”. The custom message response can be, “Hi {{1}} Yes, we have different pricing options available basis your needs. Our pricing is fair and transparent. Let us know which pricing plan are you interested in.”
Custom messages can include dynamic variables media files as well as buttons. These ensure that your customer message is catered to your business workflow and customer requirements.
The customer can select the Buttons and the relevant custom reply for that will be triggered.
Multi Product Message
Multi-product messages(MPM) allow businesses the flexibility to select up to 30 products, whereas, Catalog messages send the entire catalog to customers, which can be overwhelming. MPM messages help customers quickly find and purchase specific products, for instance, if you want to send a campaign for a summer sale with your bestsellers, or, if you want to re-engage your old customers with your latest launch.
1. Click on the ‘Select Products’ button.
2. You’ll get the below pop-up. Now you can set up the Multi-product message.
Automated Workflows
Workflows are a versatile tool that enables you to effortlessly create conversational flows, guiding your customers through various processes. By utilizing workflows, you can ask sequential questions, capture responses in variables, and export the data for efficient processing.
1. Click on the ‘View Workflow Library’ and you will see the below pop-up with all the workflows you have created. Now here you can search for the required workflow and select it, then click on Done.
Refer to this guide to learn how to set up Workflows.
Product Collection List Message
Users can trigger a list of Product Collections when an end customer input gets triggered.
As a result, whenever a customer clicks on the collection, the corresponding catalog will be sent. This ensures that customers get to explore your product catalog in an automated fashion.
To set up a product collection list it is a prerequisite to first set up it via. Commerce settings under Settings module.
Setting up Interaktive List Messages
Interaktive List messages allow users to set up Custom Auto Replies in response to user input, via. List Messages.
Doing this via Interaktive List messages allows users to configure Custom Auto Replies in the form of Menu buttons. This can be done in two simple steps.
Step 1: Click on “Include new List Message”
Step 2: A popup comes in where users need to select the input from the dropdown option for which the Custom Auto-Reply will be triggered.
Note: It is the “Input” and not the “Input variations” that will appear in the dropdown menu.
Step 3: Users can also name the Interaktive List Message as they deem fit. While the Custom Auto Reply gets triggered for the Input. This name is what appears in the List Message. This is not compulsory and users can choose to keep the same name for Interaktive List Message as the Customer input.
Once saved, the Interaktive List message appears in the queue of List Messages.
The difference in configuring a Custom Auto Reply via. Interaktive List Message is that it allows users to have more than one ways in place
Understand how Custom Auto-Replies works alongside other Auto-Replies
Q1. I have set up both Custom Auto Replies as well as all the other Auto Replies (OOO, Welcome & Delayed). Which one will be triggered when a user reaches out to my business with the input same as mentioned in one of the Custom Auto-Reply?
Answer: This depends on the user input. If the input entered by the user is similar to the input for Custom Auto Reply then those get triggered automatically. This is irrespective of whether the message was sent during business hours or out of business hours.
Q2. Will the Custom Auto Reply get triggered post any other Auto Reply getting triggered such as a Welcome, OOO or Delayed?
Answer: Yes. Anytime an end-user sends a message which is an exact match with the Custom Auto Reply input. The Custom Auto-Reply will get triggered. This is irrespective of whether it happens mid-conversation, the start of the conversation, or at the end of it.
