I. Introduction to Auto Reply in resident groups
Auto reply is a standardized response set for frequently asked questions from residents. It saves time for group members and enables quick responses to residents’ inquiries. Admins can add keywords and auto reply messages. When a group owner enables Auto Reply in a group chat, residents can @mention the assistant or service personnel in the group to ask questions, and the assistant will automatically send a message based on the keywords.
II. How to enable Auto Reply in resident groups
● Super admins need to create an auto reply under “Contact Residents” in the admin console. Business owners cannot set auto reply.
● Path: “Admin Console” -> “Residents and Partners” -> “Contact Residents” -> “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 resident 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 resident groups
Resident 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.