How to Configure Welcome and Offline Messages for Twilio SMS in BoldDesk
Automatic replies in BoldDesk are automated responses sent to customers when they contact your support team via Twilio. This feature enhances customer experience by providing immediate acknowledgment. There are two types of auto-reply messages in BoldDesk, and those are as follows:
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
How to configure a Welcome Message on Twilio Accounts
Follow the given steps to set up a Welcome message in Twilio accounts.
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Click Admin > Chat > SMS > Manage.
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To set up a welcome message for a new account, click on Add Number. Alternatively, for an existing account, choose the kebab icon from the account list and click on Edit to configure the welcome message.
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Confirm that the Phone Number and SMS steps are completed.
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In the Message step, enable Welcome Message.
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In the required Message field, enter the automated message that customers should receive when they start a conversation.
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Click Save.
How to configure an Offline Message on Twilio Accounts
To set up an offline message on Twilio accounts, it is essential to first establish the business hours.
How to create business hours
Follow the given steps to create a business hour.
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Go to Admin > Chat.
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Select Business Hour from the Work Schedule menu.
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Click Add Business Hour.
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Enter a Name and Description.
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Choose the Time Zone and set Operational Hours.
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Select Calendar Hours for 24/7 support or specify Business Hours for each working day.
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Pick an Associated Holiday List if applicable.
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Click Add to save.
Configure an Offline Message on Twilio account
Follow the given steps to set up an Offline message in Twilio accounts.
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Go to Admin > Chat > SMS, and then click Manage.
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Complete one of the following actions:
- To configure an offline message for a new account, click Add Number.
- To configure an offline message for an existing account, click the More options icon beside the account, and then select Edit.
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Confirm that the Phone Number and SMS steps are completed.
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In the Message step, enable Offline Message.
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In the required Message field, enter the automated message that customers should receive when they start a conversation while the support team is offline.
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In Business Hours, select the schedule BoldDesk should use to determine when the support team is offline.
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Click Save.
Frequently Asked Questions
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What permission is required to configure SMS auto‑replies?
You must be an Admin (or have a custom role with access to manage settings) to install and configure Twilio SMS in BoldDesk. -
Do Welcome and Offline messages have a character limit?
Yes. Because BoldDesk sends SMS through Twilio, all Welcome and Offline SMS messages must follow Twilio’s SMS character limits (1600 characters). -
Which message is sent if a first‑time contact occurs after hours?
If a customer’s first SMS arrives outside Business Hours, BoldDesk will send the Offline Message. The Welcome Message is only sent on the first contact and not repeated. -
Can I localize messages for different languages or regions?
You can create separate SMS numbers and configure language‑specific Welcome/Offline text per number under SMS Configuration. Automatic language detection and dynamic templates are not available. -
Can I test auto‑replies without contacting real customers?
Yes. Add a temporary number, assign Business Hours, set test Welcome/Offline texts, and send from an internal test phone to validate behavior. Remove the number when finished. -
Are placeholders or dynamic fields supported in SMS messages?
No. Welcome and Offline SMS support plain text only. Dynamic placeholders are not supported in SMS Configuration.
