Auto-Responders¶
An auto-responder sends an automatic reply to incoming messages so clients aren't left wondering whether anyone received them — most often used to set expectations outside of working hours.
What an auto-responder does¶
When a client messages you, the auto-responder can immediately send back a message you've written in advance — for example, “Thanks for reaching out! Our office is closed right now. We'll get back to you when we reopen at 9am.” The client gets an instant acknowledgement, and the conversation still lands in your inbox for a real reply later.
Different messages for different hours¶
Interline lets you set separate auto-responder messages for different hours, so the reply fits the moment:
- A business-hours message can reassure clients you'll respond shortly.
- An after-hours message can tell them when you'll be back.
Because the messages are tied to time windows, the right one goes out automatically depending on when the client writes — you don't have to switch anything on and off manually.
Keep it short and useful
A good auto-reply tells the client three things: that you received their message, when they can expect a response, and what to do if it's urgent. Keep it brief — especially on SMS, where length affects how the message is sent.
Auto-responders vs. Keywords
Auto-responders reply to any incoming message based on the time it arrives. Keywords reply based on the specific word a client texts in. Use auto-responders for office hours; use Keywords for things like “text HOURS for our opening times.”
Setup¶
Configuring auto-responders — defining the time windows and writing each message — is an admin task, done in settings. See the Admin Guide.
Related: Keywords reply based on the specific word a client texts (rather than the time), and Broadcast sends outbound campaigns. For the agent-facing side of the Inbox, see the Agent Guide.