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  1. Automation

Default Actions

PreviousAutomationNextKeyword Action

Last updated 20 days ago

The Default Action section allows you to define how the system should respond when no keyword match is found or when specific conditions like non-working hours or unavailable agents occur. These fallback responses help maintain a smooth experience for users even when the automation doesn’t find a direct match.

Below are the key options available:

1. When it is not working hours, reply the following

  • This option allows you to send an automated response outside of your defined working hours.

  • You can select the type of reply (text, image, video, document, etc.) from the “Reply Material” dropdown.

  • Useful for informing users of your business hours and setting expectations for when they’ll get a response.

2. When there is no customer service online during working hours, reply the following

  • Sends a message during business hours when no support agents are online to reply.

  • You can configure a suitable response using materials from your predefined reply list.

  • Ideal for letting users know you're currently unavailable and someone will get back to them soon.

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

  • Enabled by default (as shown with the checkbox ticked).

  • This is triggered when a new user starts a chat and their message doesn't match any keyword.

  • You can select a warm introductory message (e.g., "Introduction") to make the first interaction friendly and informative.

4. Send the following fallback message if no keyword search criteria is met and no default action criteria is met

  • Acts as the last safety net in automation.

  • If no keyword is matched and none of the above default actions apply, this response is sent.

  • Ensures that the user always receives a reply, maintaining engagement and reducing drop-offs.

These Default Actions cover almost every edge case to ensure your automation remains responsive, professional, and reliable. Each action can be customized using your saved Reply Materials, allowing you to tailor the experience to match your brand tone and goals.

Don't forget to click "Save Changes" at the top-right corner once all actions are configured.