Plan requirement
| Subscription | Any plan |
| Access | Admin |
Messaging ships with a small set of triggers that already handle the basics. Read them before adding your own.
What comes as standard
- A first-reply message when a customer starts a conversation.
- A message when a conversation is assigned, so the customer knows somebody has it.
- A response outside business hours, where you have a schedule.
Exactly which are present depends on when your account was set up, so look at your own list rather than trusting a description.
Edit rather than replace
The standard wording is generic and correct. Rewriting it in your own voice is the single highest-value change you can make to messaging, and it takes ten minutes.
Building a parallel trigger instead leaves two firing, and customers get two greetings.
The first-reply message
The most important sentence in your messaging setup. It is what every customer reads before anything else, and it is where you either set an honest expectation or create one you cannot meet.
Say when you actually reply. Not "shortly", not "as soon as possible", but a real period.
Check what fires together
Open your own widget and start a conversation. Count the automated messages before a person appears. If it is more than two, something is duplicating.
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