Configuring Replies for Omnichannel Accounts in BoldDesk
Welcome, offline and conversation message replies in BoldDesk Omnichannel integration are preconfigured, automated messages sent to customers when they reach your support team via the supported channels. These auto-responses, when configured, provide immediate acknowledgment, improve customer experience, and ensure timely communication—even when agents are unavailable. These replies include three message types:
| Reply Message Type | Description |
|---|---|
| Welcome Message | Sent automatically when a new customer contacts your support for the first time via the omnichannel. Helps greet new users and set expectations. |
| Offline Message | Triggered when a customer messages outside business hours or when support agents are unavailable. Ensures customers are informed about response times or alternative contact methods. |
| Conversation Closure Message | Sent automatically when a conversation ends. Useful for summarizing the interaction or confirming closure. |
How to Configure a Welcome Message on WhatsApp Account
Follow the given steps to set up a Welcome message in WhatsApp accounts.
- Click Admin > Chat > WhatsApp > Manage.
- To set up a welcome message for a new account, click on Add Account. Alternatively, for an existing account, choose the kebab icon from the account list and click on Edit to configure the welcome message.
- Please confirm that the account details have been verified within the Account Configuration section.
- Next, enable the Welcome Message feature within the Chat Configuration section and enter a welcome message in the Message textbox.
- Click on Save to configure the welcome message for the account.
How to Configure an Offline Message on WhatsApp Account
To set up an offline message on WhatsApp accounts, it is essential to first establish the business hours.
How to Create Business Hours
Follow the given steps to create a business hour.
- Go to Admin > Chat.
- Select Business Hour from the Work Schedule menu.
- Click Add Business Hour.
For more information, explore Configuring Business Hours in BoldDesk for SLA & Support.
Configuring an Offline Message on WhatsApp Account
The offline message will be sent only when AI Agent Assistance is disabled. Follow the given steps to set up an Offline message in WhatsApp accounts.
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Please follow steps 1 to 3 as outlined in the procedure for setting up the Welcome message.
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Activate the Offline Message option within the Chat Configuration section.
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Select your Business Hours to make sure that an automated offline message is sent to customers contacting you beyond these hours.
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Type an offline message in the Message textbox and click on Save to configure the offline message for the account.
How to Configure Conversation Closure Message on WhatsApp Account
Enabling this allows you to send a message automatically when a conversation ends.
- Please follow steps 1 to 3 as outlined in the procedure for setting up the Welcome message.
- Activate the Conversation Closure Message option within the Chat Configuration section, then click on save.
- Configuring conversation closure message does not require business hours configuration.
- Support for predefined templates is available for welcome and offline messages. However, templates cannot be used for conversation closure messages.
- To configure replies for other omnichannel platforms such as Twilio WhatsApp, Gupshup WhatsApp, Facebook, Instagram, and Telegram, apply the same procedure outlined above for WhatsApp. This enables you to set up offline, welcome, or conversation closure messages for each specific channel.
FAQs
Q1. Can I use the same message template for all automatic reply types?
No. Predefined templates work only for Welcome and Offline messages. Conversation Closure Messages must use custom text.
Q2. Why isn’t my Offline Message being sent?
Ensure:
- Business hours are configured correctly.
- AI Agent Assistance is disabled for WhatsApp.
Q3. When is the Conversation Closure Message triggered?
It is sent when a chat conversation officially ends within BoldDesk.
Q4. Can multiple WhatsApp accounts have different automatic replies?
Yes. Each WhatsApp account can have its own Welcome, Offline, and Closure Messages.
