WhatsApp Auto-Reply Manager

Core Settings

Essential Configuration Options:

Recommended Settings:

• Keep Auto-Reply enabled for 24/7 coverage
• Use typing indicator for better user experience
• Set 5-15 second delay for natural timing

Customer Control

Customer Control Keywords:

Pause/Resume System:

How It Works:

1. Customer sends pause keyword → Auto-replies stop for that specific contact
2. Customer continues conversation without automated interruptions
3. Customer sends resume keyword → Auto-replies restart for future messages
4. Useful for live conversations or when customer prefers human interaction

Customization Tips:

• Choose pause/resume keywords that customers won’t accidentally trigger
• Make keywords memorable and easy to type
• Consider your customer base language preferences

Response Timing

Response Timing Strategy:

Delay Configuration:

• Immediate (0-2 seconds): Very responsive but may seem automated
• Short (3-8 seconds): Quick response while seeming natural
• Medium (10-15 seconds): Balanced approach for most businesses
• Longer (20+ seconds): More human-like but risks customer impatience

Best Practices:

• Match delay to your business type (urgent services = shorter delay)
• Consider customer expectations in your industry
• Test different delays to find optimal response time
• Use typing indicator to fill delay time naturally

Basic Setup

Essential Configuration Fields:

Reply Name Guidelines:

• Use clear, descriptive names for team understanding
• Include purpose and context in name
• Organize names consistently across similar auto-replies

Keyword Matching

Keyword Match Types:

Matching Strategy:

• Exact Match: Use for specific campaign codes or precise commands
• Contains: Best for natural language keywords and common phrases
• Fuzzy Match: Helpful for accommodating typos and variations

Message Composition

Message Content Creation:

Personalization Variables:

Name Resolution Logic:

1. System Name: Uses name from Raion Hub if lead exists
2. WhatsApp Name: Falls back to saved WhatsApp contact name
3. Phone Number: Uses number if no name available

Example Message:

Hello {{pushName}},

Thanks for enquiring about our services!
Our company provides AI Digital Process Automation 
which helps streamline processes and increase sales 
conversion while reducing costs.

Which industry are you in?

Message Best Practices:

• Always personalize with {{pushName}} for better engagement
• Keep messages conversational and helpful
• Include clear next steps or questions
• Maintain your brand voice and tone

Default Setup

Single Keyword Setup:

Recommended Approach:

• Keep all auto-replies at priority 1 (default)
• Focus on unique, non-conflicting keywords
• Avoid priority complexity unless necessary

Example:

• “PRICING” → Pricing information (Priority 1)
• “DEMO” → Demo booking (Priority 1)
• “SUPPORT” → Support contact (Priority 1)

No conflicts because keywords are distinct.

Multiple Keywords

Multiple Keyword Scenarios:

Priority Strategy Example:

Conflict Resolution: If customer message contains multiple keywords, highest priority wins.

Campaign Management

Campaign-Based Priority:

Seasonal Campaign Example:

Strategy: Temporarily elevate campaign-specific keywords, then adjust priority when campaign ends.

Business Inquiries

Business Inquiry Responses:

Pricing Inquiry:

• Keyword: “PRICING” (Contains)
• Message:

Hi {{pushName}},

Thanks for your pricing inquiry! Our services are 
customized based on your specific needs.

I'd love to provide you with an accurate quote. 
Could you tell me more about your business and 
what you're looking to achieve?

Or feel free to book a free 15-minute consultation: 
[link]

Service Information:

• Keyword: “INFO” (Contains)
• Message:

Hello {{pushName}},

Thanks for your interest! We specialize in:
✓ Digital Process Automation
✓ Lead Management Systems  
✓ WhatsApp Business Automation
✓ AI-Powered Customer Engagement

Which area interests you most?

Support Responses

Customer Support Responses:

General Support:

• Keyword: “SUPPORT” (Exact)
• Message:

Hi {{pushName}},

I'm here to help! For the fastest support, please 
let me know:

1. What specific issue you're experiencing
2. When did it start happening
3. What you were trying to do

Our support team will get back to you within 2 hours.

Technical Help:

• Keyword: “HELP” (Fuzzy)
• Message:

Hello {{pushName}},

Need assistance? I can help with:
• Account setup and configuration
• Feature explanations and tutorials
• Troubleshooting technical issues

Just describe what you need help with!

Campaign Messages

Marketing Campaign Messages:

Promotional Campaign:

• Keyword: “PROMO” (Contains)
• Message:

🎉 Hi {{pushName}}!

Great timing! We're currently offering:

✨ 30% OFF setup fees for new customers
✨ Free 1-hour consultation worth $200
✨ Extended support for first 3 months

Valid until December 31st. Ready to get started?

Event Registration:

• Keyword: “WEBINAR” (Exact)
• Message:

Thanks {{pushName}}!

You're interested in our upcoming webinar:
"5 Ways to Automate Your Business in 2024"

📅 Date: December 15, 2024
⏰ Time: 2:00 PM GMT+8
💻 Duration: 45 minutes + Q&A

Register here: [registration link]

Content Guidelines

Effective Message Content:

✅ Do:

• Always personalize with {{pushName}} variable
• Keep messages conversational and helpful
• Include clear next steps or questions to continue conversation
• Maintain consistent brand voice across all auto-replies
• Provide genuine value in every response

❌ Don’t:

• Use overly sales-heavy language in initial responses
• Create messages that feel robotic or scripted
• Forget to test messages with different name scenarios
• Make messages too long (keep under 3-4 sentences)
• Use technical jargon that customers might not understand

Engagement Tips

Customer Engagement:

Response Strategy:

• Acknowledge quickly: Thank customers for reaching out
• Provide value: Give useful information or next steps
• Ask questions: Keep the conversation flowing
• Offer alternatives: Provide multiple ways to get help

Conversation Flow Example:

1. Customer sends keyword
2. Auto-reply provides immediate acknowledgment and information
3. Follow-up question encourages continued conversation
4. Human team member can take over for detailed discussion

Technical Optimization

System Optimization:

Keyword Strategy:

• Choose clear, memorable keywords customers would naturally use
• Avoid overly complex or long keyword phrases
• Test fuzzy matching with common variations and typos
• Document keywords for team reference and marketing materials

Performance Monitoring:

• Track which keywords generate the most responses
• Monitor customer feedback on auto-reply helpfulness
• Adjust keywords based on actual customer language patterns
• Regular review and update of message content for relevance