Autoresponders

Autoresponders trigger a message to subscribers who send you an unrecognized message (e.g., not STOP, HELP, etc.). You can change the copy of the autoresponder message, but it should stay within 160 characters to fit into one message. We recommend keeping the autoresponder turned on.

You should know

• Autoresponders ignore both quiet hours and smart sending. If a subscriber sends you a message, the autoresponder will send them a message regardless of when they were last sent a message or the time of day. However, only one autoresponder message will be sent every 24 hours.
• If someone who has not opted into messaging from you sends you a message, the autoresponder will not send them an autoresponse. Only opted-in subscribers can receive autoresponses.
• If you send messages in more than one region, you can set up autoresponders for every region and every language in those regions.

Edit the autoresponder message

1. If you only send messages to a single region, go to Settings > Company and go to the Messaging tab. If you send messages to multiple regions, go to Settings > Company and click Edit Details for the region that you want to update, then go to that region’s Messaging tab.
2. Scroll down to the Autoresponders section and check to see if the Default Reply option is checked. If it’s not, click the box to enable the autoresponder.
   
3. Enter the message you want to send to subscribers when they send you a message. We recommend the message includes your customer service phone number.
   
   
4. When you’re done, click Save settings at the bottom of the screen.

Edit the autoresponder message for customer service integrations

If you’re using a customer service integration, it typically requires that subscribers send you a specific message to trigger the integration. Make sure that the copy of your autoresponder message includes the support confirmation keyword.

1. Go to Settings > Company > Messaging.
   
   
   Note: If you send messages to multiple regions from a single account, Quiet Hours are set up per region in Settings > Company > Regions > Messaging. See Manage your international messaging program for more information.
2. Scroll down to the Autoresponders section and check to see if the Default Reply option is checked. If it’s not, click the box to enable the autoresponder.
   
3. Enter the message you want to send to subscribers when they send you a message. Be sure to include the support confirmation keyword!
4. Click Save settings at the bottom of the screen.

Turn off the autoresponder

You can also entirely disable the autoresponder. When disabled, no messages will be sent in response to incoming subscriber messages.

To disable the autoresponder:

1. Go to Settings > Company > Messaging.
   
   
   Note: If you send messages to multiple regions from a single account, Quiet Hours are set up per region in Settings > Company > Regions > Messaging. See Manage your international messaging program for more information.
2. Scroll down to the Autoresponders section.
3. Uncheck the Default Reply box.
   
   The autoresponder copy is grayed out to indicate that it’s disabled.
4. Click Save settings at the bottom of the change to fully disable the autoresponder.