Service Titan Knowledge Base

Set up chat autoresponderLast updated on 04/29/2022

You can use the Chat Autoresponder to automatically reply to customer text messages that are sent in while your business is closed. This is especially useful if a customer sends you a text message and doesn’t know that you’re closed for the day, as it can make the customer feel heard, give them information about when you’ll be open again, and gives you an opportunity to respond to them first thing in the morning.

Things to know

  • Make sure you’ve enable Chat before setting up auto-responses

  • Chat Autoresponder will only send one message per customer every 24 hours, regardless of how many messages the customer sends

  • Automated responses come from the phone number the customer messaged. For example, if a customer messaged your toll-free number, they will receive a response from that toll-free number.

  • You can see messages that are automatically responded to in Chat, just like with regular messages. Autoresponder messages are labeled.

Set up chat autoresponder

  1. Go to the navigation bar and click Settings icon-settings.png.

  2. In the side panel, click Communication > Chat. Then, click Autoresponder.

  3. Enable Autoresponder.

  4. Enter a message you want to send to customers who message you when you’re not available for Chat.

  5. Set a schedule for the Autoresponder. If you want the Autoresponder to respond to messages overnight from 7:00PM to 7:00AM from Monday through Saturday, select each day, set From to 7:00PM, and set To to 12:00AM. Then, click Add Hours, and set From to 12:00AM and To to 7:00AM.

  6. If you have different hours on a specific day, click Add another schedule, select the day, and then set the Chat Autoresponder schedule.

    If your business is closed for a full day each week, select the day and then enable All Day.

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.