One of the great things you can do with WFA is send automated responses to your customers based on your needs. For example, your support team doesn’t work during public holidays and you want to tell them that the agents will reply the following day.
In this guide, we will set up such auto-response to be sent to any customer reaching out to you outside your business hours (BH). Please note that this is only applicable to private channels (Direct Messages, Whatsapp) as you could get tagged for spamming and blocked on public channels.
Okay, let’s get into it!
We start by creating the Job.
Let’s create a job with the “Send Message” action. Naming will help you to identify it easily. We chose “Message out of BH”. Choose which agent should be the author of this message and type in the content.
The 'Send message' job changes the case status to RESOLVED, therefore, we now need an additional job to change the case status to OPEN. Only new and open cases will be routed to agents.
Now it’s time to set up the trigger for the message. Create a new one, choose the event "Case created"
in conditions, we can choose the channel type (DMs) and the case status type - status new.
We also need to add the Date and time conditions to specify the time frame in which you want to send the message.
Choose a date range for sending messages on official bank holidays.
Save, go back to Triggers and click Jobs to assign our “Message Out of BH” and "Change case status to Open" jobs to the trigger.
Once we have saved everything, every new case coming outside the business hours will be routed to our “outside business hours” and that will trigger our autoresponse to send. Note that the messages are sent as resolved, so we need to change their status to be able to route them to the agents.
Don’t have Workflow Automation yet? Contact your Account Manager :)