Set Up Welcome and Offline Messages for Twilio Channels 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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Please confirm that the account details have been verified within the Phone Number Configuration section.
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Next, enable the Welcome Message feature within the SMS Configuration section and enter a welcome message in the Message textbox.
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Click on Save to configure the welcome message for the account.
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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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 SMS 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.
FAQs
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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.
