Sending automatic responses to social messages

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<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.</div>
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<p class="p">If you have added Facebook Messenger, X (formerly Twitter) DM, WhatsApp, LINE, or
WeChat channels, you may want to set up the auto-responder for those
channels. The auto-responder sends messages automatically to an end user
when you receive their messages.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_ikz_hkk_zlb">
<li class="li"><a class="xref" href="#topic_ufs_cb3_n3b">About the auto-responder</a></li>
<li class="li"><a class="xref" href="#topic_sdv_zkk_zlb">Setting up the auto-responder</a></li>
<li class="li"><a class="xref" href="#topic_dbg_t2r_gmb">Adding user properties to automatic responses</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ufs_cb3_n3b">
<h2 class="title topictitle2" id="ariaid-title2">About the auto-responder</h2>
<div class="body">
<p class="p">You need to set up the auto-responder for each of the social messaging
accounts you have added to Zendesk. You can do this once for each
channel. You must be an admin to set up the auto-responder.
</p>
<p class="p">Here's how the auto-responder works:
</p>
<ul class="ul" id="topic_ufs_cb3_n3b__ul_vyk_g2c_skb">
<li class="li">There’s no character limit for the automatic
response.
</li>
<li class="li">The auto-responder does not support dynamic content. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883892762-Using-dynamic-content-to-translate-your-ticket-fields-Professional-and-Enterprise-" target="_blank">Using dynamic content
to translate your ticket fields (Professional and
Enterprise)</a>.
</li>
<li class="li">The automatic response is sent once a day, not every time
the end user sends a message.
</li>
<li class="li">Automatic responses do not show up in ticket events. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">Viewing all events of
a ticket</a>.</li>
<li class="li">If you have automatic responses set up via chat triggers for
live chats, they may also apply to social messaging tickets.
Triggers created with the following conditions and actions
apply to social messaging tickets:<ul class="ul" id="topic_ufs_cb3_n3b__ul_vhr_jx2_hmb">
<li class="li">Chat trigger conditions: Visitor department,
Account status, Department status, or Chat-related
information (all types).</li>
<li class="li">Chat trigger actions: Send message to
visitor.</li>
</ul>
</li>
<li class="li">Chat triggers created with other conditions and actions will not
work for social messaging. </li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_sdv_zkk_zlb">
<h2 class="title topictitle2" id="ariaid-title3">Setting up the auto-responder</h2>
<div class="body">
<p class="p">If you set up the auto-responder for your social messaging channels, the
auto-responder will send messages automatically to an end user when
you receive their messages.</p>
<p class="p"><strong class="ph b">To set up the auto-responder for WhatsApp, LINE, or WeChat</strong></p>
<ol class="ol" id="topic_sdv_zkk_zlb__ol_gl5_db3_n3b">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_sdv_zkk_zlb__d7e744" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Open a channel for editing. <p class="p">The <strong class="ph b">Edit</strong> screen
displays.</p>
</li>
<li class="li">Click <strong class="ph b">Auto-responder</strong>. </li>
<li class="li">Activate the auto-responder.
</li>
<li class="li" dir="ltr">Edit the default auto-responder message.<p class="p"><img class="image img-screenshot" id="topic_sdv_zkk_zlb__image_adj_y4l_43b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/social_auto_responder.png" width="500"></p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dbg_t2r_gmb">
<h2 class="title topictitle2" id="ariaid-title4">Adding user properties to automatic responses</h2>
<div class="body">
<p class="p">You can add user properties to the automatic response, such as the user’s
first and last name, if desired. </p>
<div class="p">For example, if your automatic response is configured like this:
<pre class="pre codeblock"><code>Hi, {{firstName}}, Thanks for reaching out. An agent will be with you soon.</code></pre>
</div>
<div class="p">The message sent to a user named Martin Smithson looks like
this:<pre class="pre codeblock"><code>Hi Martin, Thanks for reaching out. An agent will be with you soon.</code></pre>
</div>
<p class="p">If the user's first name can't be resolved, the message looks like
this:</p>
<pre class="pre codeblock"><code>Hi, Thanks for reaching out. An agent will be with you soon.</code></pre>
<p class="p">Also, you can include a default value in the placeholder. This value is
used if the user's first name can't be resolved.</p>
<p class="p">For example, if your automatic response is configured like this:</p>
<div class="p">
<pre class="pre codeblock"><code>Hi, {{firstName || there}}, Thanks for reaching out. An agent will be with you soon.</code></pre>
</div>
<div class="p">The message sent looks like this when the user's first name can't be
resolved:<pre class="pre codeblock"><code>Hi there, Thanks for reaching out. An agent will be with you soon.</code></pre>
</div>
<p class="p">For more information about what properties you can use and how to
correctly format them, see <a class="xref" href="https://docs.smooch.io/guide/managing-user-information/#structured-fields" target="_blank">Managing user
information</a> in the Sunshine Conversations help
center. The user properties used in the automatic response aren’t
the same as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258-Zendesk-Support-search-reference#topic_rvz_afv_uc" target="_blank">user property keywords</a>
used in other parts of Zendesk Support.</p>
</div>
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