Auto-replies

Some messages your customers receive were written by nobody — a confirmation that their file arrived, a note that a person is taking over. Auto-replies is where you put those in your own words. Find it at Dashboard → Settings → Auto-replies.

The three moments

Each moment has its own card with a toggle (send this reply or don't) and a text box for your wording:

• Customer sends a file the assistant doesn't handle — a video, a Word or Excel file, or — when media answers are off — any photo, PDF or voice note. This reply confirms the file landed while the conversation is passed to your team.
• Chat is passed to a person — a flow hands the conversation to an agent. Without this, the bot simply stops replying and the customer is left wondering whether anyone is there.
• Assistant can't reply — no assistant is set up, or your AI credits have run out. Without this, the customer's message goes unanswered.

Writing your own wording

• The text box shows the default wording until you type your own. Leave it empty and the default is what customers receive.
• Under Insert a detail, click a placeholder chip to drop it into your text at the cursor — no need to type the curly braces yourself. Placeholders are filled in with the real value when the message goes out.
• The Your customer sees preview below the box shows exactly what will be sent — your wording if you've written some, the default otherwise.
• Changed your mind? Reset to default clears your wording, or simply empty the box.

Click Save changes when you're done (or Discard changes to throw away unsaved edits).

Should the assistant answer files itself?

A separate card at the top — Assistant answers photos, PDFs and voice notes — controls whether the AI reads media at all:

• On — the assistant looks at the photo, reads the PDF or listens to the voice note and replies to it like any other message. Your team is still notified of every file, and the transcript or description is kept with the conversation.
• Off — every file gets the acknowledgement reply instead, and your team handles it from the inbox.

This switch saves instantly — no need to click Save changes.

What's next

• Decide who answers ordinary text messages → Automation
• Hand-offs to humans land in the inbox → Conversations