Welcome reply can be set up easily by adding your reply text or dialogue to the Welcome Reply in Content > System Replies. For some CRM platforms, an extra step of adding an action is needed as well.
See the table below for reference:
| No action needed | "Trigger Reply" action needed |
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This article covers how to:
To learn more about what Welcome Reply is, read System Replies explained.
Set-up Welcome Reply in the Dashboard
To set up Welcome Reply, first decide if you would prefer a simple text reply or a dialogue flow. Then navigate to Content > System Replies and click the pencil icon of Welcome Reply.
Text reply
After clicking the pencil icon in the right side drawer:
- Enter the text you want to use under Reply Text
- Click Save
After that, depending on your CRM platform, the "Trigger Reply" action might be needed in order to trigger Welcome Reply.
Dialogue flow reply
After clicking the pencil icon, in the right side drawer:
- Check the Dialogue box under Mode
- Click Save
- Go to Dialogue Builder via the pencil icon to build the dialogue flow for Welcome Reply
Add the "Trigger Reply" action
If you use Zendesk Chat or Freshchat, the Trigger Reply needs to be added in Ultimate's Dashboard to trigger it. Follow the steps below to add the action:
- Go to Settings > Actions
- Click + New Action
- Fill in the fields as below:
- Event - Chat Started
- Target - Select your CRM platform
- Action - Trigger Reply
- Reply - Welcome Reply
- Click Save
Disable Welcome Reply
To disable Welcome Reply:
- Remove the Trigger Reply action in Settings > Actions
- Remove the content of Welcome Reply by transforming it into text and deleting its the content. Here's how:
- Go to Content > System Replies > Welcome Reply
- Under Mode, disable Dialogue by unchecking the box
- Under Reply Text, delete all the text in the field
- Click Save
