Autoresponders¶
Autoresponders send automatic replies when a customer messages you — perfect for off-hours coverage, welcoming new contacts, or responding to specific keywords.
How autoresponders work¶
When an inbound message arrives, NotifyBulk checks your active autoresponder rules in priority order. The first rule that matches fires and the rest are skipped. Rules can be set per channel, so you can have different replies for WhatsApp vs. SMS.
Managing autoresponders¶
Go to Inbox → Autoresponders to see your rules.
- Drag the grip handle to reorder rules (priority goes top to bottom)
- Toggle the switch on each rule to enable or disable it without deleting it
- Edit or Delete with the icons on the right
Creating a rule¶
Click Add Autoresponder and fill in the form:
1. Trigger¶
Choose when this rule fires:
| Trigger | When it fires |
|---|---|
| Always | On every inbound message (within the cooldown window) |
| First contact | Only the very first time a contact messages you |
| Keyword | When the message contains (or matches) a specific word or phrase |
| Off hours | When a message arrives outside your configured business hours |
Keyword matching (Keyword trigger only)¶
| Mode | Behavior |
|---|---|
| Contains | Message includes the keyword anywhere |
| Exact | Message is exactly the keyword (case-insensitive) |
| Starts with | Message begins with the keyword |
Off-hours schedule (Off hours trigger only)¶
Set your weekly business hours per day (open/close time + timezone). Days without hours set are treated as closed all day. When a message arrives outside those hours, the rule fires.
The {{business_hours}} variable in your message template will be replaced with a formatted summary of your schedule.
2. Message¶
Write the reply that will be sent. Use variables to personalize:
| Variable | Replaced with |
|---|---|
{{contact_name}} |
Contact's name (falls back to "Cliente" if unknown) |
{{contact_phone}} |
Contact's phone number |
{{store_name}} |
Your store's name |
{{current_time}} |
Current time in your store's timezone |
{{current_date}} |
Current date (dd/mm/yyyy) |
{{business_hours}} |
Your schedule (useful in off-hours messages) |
3. Channels¶
Select which channels this rule applies to. Only your connected channels appear in the list. You can enable a rule for all channels at once or limit it to specific ones.
4. Timing¶
| Setting | Description |
|---|---|
| Delay | Wait X minutes before sending the reply (0 = immediate) |
| Cooldown | Minimum minutes between firings of this rule for the same conversation. Prevents spam if a customer sends multiple messages. |
Cooldown and active conversations
The cooldown also applies when a member of your team has recently sent a message in the conversation. This prevents the autoresponder from interfering when a human is actively handling the chat.
Rule priority¶
Rules are evaluated top to bottom. The first matching rule fires — the others are not evaluated for that message. Drag rules to adjust their order.
Example setup:
- Keyword "STOP" → send opt-out confirmation (highest priority)
- First contact → send welcome message
- Off hours → send business hours info
- Always → send general "we'll be right with you" message (catch-all)
Monitoring¶
Each rule shows a Last fired timestamp so you can confirm it's working. Go to the rule and click View Log to see recent firings per conversation.
Tips¶
- Use First contact for a one-time welcome — it won't repeat for returning contacts
- Combine Keyword rules for basic FAQ automation (e.g. keyword "price" → pricing info)
- Set a Delay of 1–2 minutes on always-on rules so replies feel more natural
- Use Off hours with the
{{business_hours}}variable so customers know when to expect a reply