Managing Free Messages in the Automation Flow

To manage customers who send free messages outside of the automation flow, follow these steps:

Set up the first automation
Create an automation that allows the customer to choose from the proposed buttons.
Configure the automatic response for free messages
In the automation section for the response to a button, after defining the response message, select the “Customer Response” option.
This feature enables an automatic action if the customer sends a free message outside the automated flow. Possible automatic actions include:
- Sending a generic message: for example, “Thank you for your message, an operator will respond to you as soon as possible.”
- Assigning an operator: In this case, you can associate the chat with a specific operator by identifying the consultant through a label.

Integrations