Workflow templates / Reply for me
Answer, then check it's sorted
Questions get an answer from your knowledge, and a check-in later makes sure it was sorted.
Works with: Any channel, Knowledge for AI to read
How it works
- Someone messages HELP
- AI answers from your knowledge
- If they go quiet, they're asked 20 hours later whether that sorted it
- Not yet passes the chat to your team
Steps in the workflow: Trigger, AI, Wait for reply, Hand to the team, End, Reply buttons, Send message.
Who it is for
Support teams that want fewer unanswered questions.
Good to know
- What if they reply before the check-in?
- Then there is no check-in. The chat carries on as normal.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.