I. What is Auto Reply in customer groups

Auto Reply is a predefined response to questions frequently asked by customers. It saves time for group members and allows for quick responses to customer inquiries. Admins can add keywords and auto reply messages. When the group owner enables Auto Reply in the group chat, customers can @mention the assistant or service personnel in the group to ask questions, and the assistant will automatically send the predefined response based on the keywords.

II. How to enable Auto Reply in customer groups

Auto Reply can be set up in customer groups. To use auto reply:
● Super admins needs to create an auto reply under “Contact Customers” in the admin console. Business owners cannot set auto reply.
● Path: “Admin Console” -> “Customers and Partners” -> “Contact Customers” -> “Chat Tools” -> “Auto Reply”


● After an admin sets an auto reply, a specific group owner needs to enable it in the group.
● If Auto Reply is enabled, when a customer asks a question by tagging the Assistant or relevant service representative, the Assistant will send a reply message automatically based on the question keywords.
● To enable Auto Reply: From mobile, tap “…” in the upper right corner of a group chat, and then tap “Auto Reply” and “Enable”.

From PC, click “…” in the upper right corner of a group chat, and then click “Auto Reply” and “Enable”.

III. How to disable Auto Reply in customer groups

Customer group owners can disable Auto Reply by tapping “…” in the upper right corner of a group chat -> “Auto Reply” -> “Disable” from mobile

or by click “…” in the upper right corner of a group chat -> “Auto Reply” -> “Disable” from PC.

IV. Auto Reply Rule Settings

(1) You can set keywords and corresponding reply content. Reply content supports text with images, videos, webpages, and mini programs.
For example: Set the keyword to “refund” and the corresponding reply to “Refunds are currently not supported.”
If you send a message containing the keyword “refund” and mention@ the assistant or a service person in the group, the corresponding auto-reply will be triggered.

(2) You can set the corresponding default reply when these keywords are not hit.

(3) When the same question is frequently asked, you can set the system not to repeat the reply within a certain time period.
Note: The default reply is only triggered by mentioning@ the assistant and does not currently support triggering by mentioning@ service personnel.

(4) Sending method: The auto reply is only potentially triggered when the keyword and a mention@ are sent together (e.g., in the format of keyword + mention@ assistant or mention@ assistant + keyword).

(5) Setting limits
a. There is currently no upper limit on the number of rules.
b. Each rule supports up to 10 keywords, with each keyword limited to 32 characters.
c. The maximum length for a single reply is 4,000 characters.
d. Images with a maximum size of 5 MB and dimensions not exceeding 10,000 (length) x 20,000 (width) pixels are supported; exceeding these limits will prevent upload. e. Videos up to 200 MB in size are supported.

(6) In cases with multiple rules, if the sent keyword hits the same rule, the first matching rule in the order of settings will take effect.

(7) If a company has multiple abbreviated names, the default abbreviation will be displayed after the robot in group “mention@”.

(8) Supported video formats: rm, rmvb, wmv, avi, mpg, mpeg, mp4, and mov.

(9) When setting up keywords, if multiple keywords need to be added, they must be added one by one. Multiple keywords cannot be entered in a single keyword field. After adding them individually, keywords will be displayed separated by the “,” symbol on the auto-reply rules page.

V. FAQs

1. Why does the prompt “Processing failed” appear when setting Auto Reply for a customer group?
Check the following:
(1) Check if the current group chat has reached the maximum limit of 500 members. If the group has reached the limit, the robot cannot be added to the group, resulting in a failure to enable Auto Reply.
(2) Check if the assistant has been disabled in “Admin Console” -> “App Management” -> “Group Robot”. If it is disabled, enabling Auto Reply will result in an error prompt.
(3) The super admin can check the number of customers that can be invited to the group in the mobile app under “Workspace” -> “Customer Group” -> the three dots in the upper-right corner. If the maximum limit has been reached, enabling Auto Reply will result in a prompt “Enabling failed. Robot app is not enabled. Enable it in the Admin Console”.

2. What does “service personnel” refer to in the context of “Contact Customers”? Who are the service personnel mentioned in the Auto Reply?
Service personnel refers to the members within the authorized scope of “Contact Customers”.

3. Auto reply is not triggered when a customer sends a message containing keywords and @Assistant in a group chat.
(1) Check if the keyword in the auto reply rule is matched. The format should be keyword + @bot or @agent.

(2) Check if the auto reply rule is set to “Contain” or “Exact Match”. For “Contain”, the keyword just needs to be present in the message. For “Exact Match”, the message must fully match the keyword. For example, if the keyword is set to ABC and the message contains only AB, auto reply will not be triggered.

(3) If “Repeated Answer Setting” is enabled, the customer will not receive a repeated reply within the set time period.

(4) Check if auto reply is enabled for the customer group.

(5) The Assistant needs to be followed by @ and selected from the group member list after, not manually entered.

(6) Check if the keyword has any extra spaces that don’t match the customer’s message.

(7) Check if the Assistant bot is active in “Admin Console” -> “App Management” -> “Robot”.

(8) If “Exact Match” is set, WeChat may treat the @Assistant as regular text. If a default reply is configured, it will be triggered. If no default reply is configured, the Assistant will not respond. It’s recommended to use the “Contain” rule to properly identify the keyword and provide a response.

4. Can different customer groups be configured with different auto replies?
Not supported. The group setting is only to enable or disable the auto reply.

5. Which rule takes effect when a keyword triggers multiple auto reply rules?
In this case, the first rule in the list (sorted from newest to oldest) will take effect.

6. What does “Mini Program Feature Page” refer to when a Mini Program is added in the auto reply?
It refers to the path of the Mini Program. You can obtain this information by consulting the Mini Program developer or the relevant service personnel.