Predefined Messages
Write messages ahead of time that get sent when people mention specific words. Perfect if you want full control over what customers see and when they see it.
How It Works
Here’s the deal
- You pick trigger words like “price” or “emergency”
- When someone uses those words, they get your pre-written response
- The system checks your messages from top to bottom
- Whatever matches first gets sent
What you need to do
- Pick trigger words: Terms like “quote”, “cost”, “how much”
- Write the response: What customers see when they use those words
- Choose follow-up settings: Turn off auto-follow-ups if you want to handle these personally
Managing your list
- Drag messages around to change priority order
- Keep a catch-all message at the bottom for everything else
Setting Up Your Messages
Step 1: Add a New Message
Hit the ”+” button to make a new message. It’ll show up above your default one.
Step 2: Pick Your Trigger Words
Think about what people say when they want this response. Maybe “price”, “cost”, or “quote”. Can also be multiple ones for example “screen replacement&&apple” will trigger only if both “screen replacement” and “apple” are in the client’s request
Step 3: Write What They’ll See
Type out exactly what customers get when they use your trigger words.
Step 4: Handle Follow-ups
Check “Prevent Follow-ups” if you’d rather call these people yourself than send more auto-messages.
Step 5: Arrange the Order
Drag messages around. The ones at the top get checked first.
Smart Word Choices
Words that work well
When they want pricing: "price", "cost", "quote", "estimate", "rates", "how much"
When it's urgent: "urgent", "emergency", "ASAP", "immediate", "now"
For service requests: "repair", "install", "fix", "maintenance", "service"
To talk directly: "call", "phone", "talk", "speak", "contact"Keep in mind
- Use several trigger words for each message
- CAPS or lowercase doesn’t matter
- Don’t reuse the same word in different messages
The Safety Net Message
Your last message handles everything that doesn’t match your specific trigger words.
What happens
- When someone writes something that doesn’t match any of your triggers, this message goes out
- You can’t get rid of this one - somebody has to respond to every message
- It sits at the bottom and can’t be moved
Make it count: This message handles all the inquiries that don’t fit your categories. Make it friendly and promise they’ll hear from you soon.
Writing Messages That Work
What Makes Messages Good
Messages people actually like
- Acknowledge them: “Thanks for reaching out!” or “Got your message!”
- Show you care: “Thanks for thinking of us” or “Appreciate you contacting us”
- Give them something useful: Share a quick tip or helpful info
- Set expectations: “I’ll call you back in an hour” or “Expect to hear from me by 3pm”
- Make yourself reachable: Throw in your direct number
Real Examples
When someone asks general questions
Hey Sarah! Thanks for reaching out.
Sounds like you're thinking about a kitchen remodel - that's exciting! I'm going to look over what you sent and get back to you in a couple hours with some ideas.
If something urgent comes up, just call me at (555) 123-4567.
Talk soon,
Mike from Elite Home ServicesWhen they want pricing
Hi Mike! Appreciate you thinking of us.
I'll put together a quote for your bathroom project. Might need to ask you a few questions to make sure I get it right, but I'll have something over to you this afternoon.
Catch you soon!Controlling Follow-ups
When to Turn Off Follow-ups
Hit “Prevent Follow-ups” for:
- Price shoppers: You want to call these folks directly
- Urgent requests: They need you now, not more texts later
- Info seekers: They got what they wanted already
- Your regulars: You know these people and prefer talking to them
Why bother turning it off
- Some people need personal attention, not a bunch of automated messages
- Important inquiries should go straight to you
- Different situations need different approaches
Configure: Delay → | AI Assistant → | Next: Follow-ups → | Back to Conversation Setup →