Within your company settings, you can enable & personalize an auto-reply message for two-way SMS. An auto-reply is a message that will send in response to incoming replies from your employees.
Requirements:
Have the two-way SMS channel enabled on your Workshop account
Have a permission level of Admin within Workshop
Configure auto-reply for your account
Click into your profile avatar in the top right corner of your Workshop account and then click into Company Settings within that dropdown menu
Within your Company Settings, you will see this feature 'Auto-reply' within the Text Messaging section of your settings
Toggle on Auto-reply for the phone number you wish to provide an auto-reply for and then provide a personalized message for your auto-reply
What could I set as my personalized auto-reply message?
You have the flexibility to use this personalized auto-reply in various ways! We suggest using it to communicate expectations to your employees when it comes to follow up on their replies as well as, to personalize the auto-reply.
If you are not looking to manage replies at all in your inbox, you can use the auto-reply to let your employees know that. For instance 'This inbox is not monitored. Please reach out to your manager if you have any questions. Thank you!'
If you are not actively monitoring the inbox but you will follow up, you can let your employees know when to expect that response to their message. For instance 'This inbox is not actively monitored but we will get back to your reply in 24-48 hours. If your message is more time sensitive, please reach out to your manager for quicker action.'
You can also personalize your auto-reply in relation to the text message that has been sent. This is a great way to engage with your employees, especially if your original text message requested that they reply. For instance 'Thank you for your response to our monthly event! We look forward to seeing you if you are able to attend!'
If you have multiple phone numbers enabled, you can also set an auto-response for each phone number. For example, you could have your "Emergency" line say something like "This line is for critical emergency comms and is not monitored"
What occurs if our account has this auto-reply enabled?
For this answer, please check out this help doc