Reply Messages

Reply messages are a type of block messages that allows businesses to respond to specific messages sent by customers. The respond message may include elements text, image, video or document along with CTAs or quick replies.

Use Cases of Reply Messages

1. E-commerce: When a customer sends message 'I need help', the agent or the bot with set intent can quickly revert back with reply messages

Sure we would love to assist you! What can we help you with?

Buttons: “View more products”, “Track my order”, or “Contact customer service”.

1. Automobile: When a customer sends message 'I'm interested in learning more about your models', the agent or the bot with set intent can quickly revert back with reply messages

Sure, we'd love to assist you! What specific information are you looking for?"

Buttons: “Schedule a test drive”, “Get a price estimate”, or “Learn more about our models”.

1. Banking: When a customer sends the message 'I need help with a transaction issue, the agent or the bot with set intent can quickly revert back with reply messages

Certainly! We're here to assist you. What kind of transaction-related help do you need?

Buttons: “Check balance”, “Transfer money”, or “Speak to an agent”.

1. Health: When a customer sends the message 'I'd like to schedule a medical consultation, the agent or the bot with set intent can quickly revert back with reply messages

Of course! We're here to help with your medical needs. What type of consultation are you looking for?"

Buttons: “Schedule a consultation”, “View my test results”, or “Get advice on healthy living”.

1. Food: When a customer sends the message 'I want to order food for delivery', the agent or the bot with set intent can quickly revert back with reply messages

Great! We're here to assist with your food order. What would you like to do?

Buttons: “Order now”, “Change my order”, or “Give feedback”.

Making a reply message with Chatman is easy; you just need to imagine the scenario for which you're creating it.

Suppose you're in an e-commerce business. Many times, customers might send you messages like 'I need help,' 'Can you help me?' and more.

You can create reply messages to quickly respond back with relevant messages.

Let's create the steps for our above imagination!

Create Reply Messages

1. Visit the 'Blocks' Page

• Visit the 'Blocks' page on the dashboard, click 'Reply Messages' and tap 'Create Reply Messages'.

1. Name Your Reply Message

• Choose a relevant name for your reply message. This will help you easily identify when sending it customers in their inbox.

For the above scenario we can name our reply message as 'Help.'

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1. Select Message Type

• Choose the appropriate message type based on the content you want to send.

For the scenario we only need a text message to address user concern. So we select text.

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1. Body Message

• Here you enter the body text of your message. You can add dynamic variables for creating personal connection with users.

To reply the customers for the above scenario, we can add a message like:

Hy {{first name}} we would love to assist you! What can we help you with?

You can add different attributes based on the situation you're creating the reply message for. Simply type {{ and the list will appear; select the required attribute.

1. Advanced Options (Footer Message):

• Optionally, include a footer message to provide additional information, such as contact details or disclaimers.

Here we can add a footer with message like:

Visit website for more!

1. Button Type:

• Choose the button type based on the interaction you want to enable. Options include:

  • Quick Reply (add button)

  • Call to Action (CTA) URL (button text, website URL)

For now 'Quick reply' suits best with options like: “View more products”, “Track my order”, or “Contact customer service.”

You can add up to a maximum of three Quick replies.

If you choose CTA URL; simply enter the text (in button text box) and the link (in website URL box) that you want to link along with.

1. Create

• Finally, review for modifications and click on the "Create" button to save and activate your reply message.

The reply message will now be visible in the table.

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Each reply message in the table has two options:

1. Delete

2. Copy

Delete

If you want to delete your list message, follow the simple steps below:

1. Decide on which reply message you want to delete, head on its right most and tap the delete icon.

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1. A popup appears with Cancel and Confirm options, tap confirm if you still want to delete.

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Reply Message once deleted cannot be retrieved in any case.

Copy

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Reply messages are directly accessible in the conversation box. Open a customer chat and tap Block>Reply messages, choose the desired reply message to send..

Using Reply Message

Add how to send directly through inbox and through intents