Set Up SMS Auto-Replies That Actually Help
TL;DR:
- Auto-replies handle common questions like opening hours, booking links, and return policies instantly
- Set up keyword triggers in QuickSMS to send relevant responses automatically
- Well-configured auto-replies prevent missed messages and keep customers happy
- Regular updates keep your automated responses accurate and useful
Auto-replies take the pressure off handling repetitive SMS queries. When customers text asking about store hours, booking information, or return policies, automated responses give them instant answers without you having to type the same thing dozens of times.
The key is setting them up properly so they actually help rather than frustrate people.
Getting Started with QuickSMS Auto-Replies
QuickSMS lets you create keyword triggers that automatically send pre-written responses. When someone texts a specific word or phrase, the system fires back with your chosen reply.
Step 1: Map Out Your Most Common Questions
Look through your recent messages and note what people ask most often. Typical examples include:
- Opening hours
- Location and directions
- Booking or appointment requests
- Pricing information
- Return and refund policies
Step 2: Choose Your Trigger Words
Pick simple, obvious keywords that customers naturally use. For opening hours, words like "hours", "open", or "times" work well. Keep it simple – people don't always phrase things the same way.
Step 3: Write Clear Responses
Your auto-replies should be helpful and complete. Instead of "We're open daily", write "We're open Mon-Fri 9am-6pm, Sat 10am-4pm, closed Sundays. Visit us at 123 Main Street."
Include relevant links where helpful, like booking pages or location maps.
Step 4: Configure in QuickSMS
Add your keywords and matching responses in the QuickSMS dashboard. Most platforms let you set multiple trigger words for the same response, which helps catch different ways people might ask the same question.
Step 5: Test Everything
Send test messages using your trigger words to make sure the responses come through correctly. Check they make sense and include all the information someone would need.
Making Auto-Replies Work Better
Monitor which auto-replies get used most and which questions still come through manually. This shows you where to focus your efforts.
Update responses whenever your business details change. Nothing frustrates customers more than getting outdated information from an automated system.
Consider setting up a fallback response for messages that don't match any triggers. Something like "Thanks for your message. We'll get back to you within 2 hours, or call us on [number] for urgent queries" keeps people informed.
FAQs
Can I set different auto-replies for different types of questions?
Yes, QuickSMS lets you create multiple keyword triggers, each with its own custom response. You can have separate replies for pricing, hours, bookings, and anything else.
What happens if someone's message contains multiple trigger words?
Usually the system will respond with the reply for whichever trigger it processes first. Check your platform's documentation for the specific behavior, as this can vary.
Can I turn auto-replies on and off for certain times?
Most SMS platforms don't include time-based scheduling by default, but some offer it as an add-on feature. Check with QuickSMS support about scheduling options.
Jargon Buster
Auto-Reply: An automated text message sent immediately when someone messages you with specific trigger words
Trigger Word: The keyword or phrase that activates an auto-reply, like "hours" or "booking"
SMS Query: Any question or request sent via text message
Fallback Response: A default auto-reply sent when incoming messages don't match any specific triggers
Wrap-up
Auto-replies handle the routine stuff so you can focus on conversations that need a personal touch. Set them up with clear triggers and helpful responses, then keep them updated as your business changes. Done right, they save time and keep customers happy with instant, accurate information.
Learn about QuickSMS https://www.quicksms.com/