Before you start
- Administrators can enter the automatic reply configuration of "Marketing Interaction".
- The team member has logged into the client and the receptionist WhatsApp account can send and receive messages normally.
- The customer or group scenario that needs to be responded to and the clear and accurate response content have been identified.
Where to find it
Administrator admin console → Marketing interaction → Automatic reply → Add; team member client → Settings → General settings → Automatic reply.
Administrator creates rule and selects scope #
- Open "Marketing Interaction → Auto-Response" and click "Add".
- Fill in the name of the rule so that team members can identify its purpose.
- Select Public or Personal. Public rules are applicable to the scope that each team member can use; personal rules are only applicable to designated team members. It still requires team members to select or enable it on the client to take effect.
- Check trigger type. The screenshots include group and contact options, which should be selected according to the actual reception scenario.
- Add keywords and matching methods, and then configure the reply content.
How to choose between full match and half match #
| Way | meaning | Test example |
|---|---|---|
| full match | Triggered when the customer message is exactly the same as the configured keyword. | The keyword is "Usage Help", and "Usage Help" is sent for verification. |
| half match | Triggered when the customer message contains configuration words. | The keyword is "help", send "please send me help" for verification. |
Prioritize keywords with clear meanings to avoid frequent triggering of irrelevant messages due to too common words. Whether full matching ignores spaces, punctuation or capitalization, the data does not specify; use the exact same text first when testing.
Set reply content and times #
Replies support images, texts, videos and files, and you can also add multiple pieces of content. Set the sending interval, number of replies, and reply method according to the current form: When "Reply All" is selected, all configuration content will be used; "Reply one randomly" is suitable for multiple answers that can be established independently. Don’t break up sequential steps into randomly selected content to avoid customers receiving incomplete instructions.
The number of replies is used to control the triggering to terminate after a certain number of times. Although the value 0 appears in the screenshot, the document does not explain the special meaning of 0 or when the number is reset, so it cannot be considered unlimited. The actual value and business rhythm should be subject to the interface description and enterprise specifications.
Employee enables and checks results #
- After the administrator saves the rule, the team member goes to "Settings → General Settings" and selects or turns on automatic replies.
- Have designated test contacts send trigger words in the correct scenario.
- Check whether the correct reply appears, whether attachments are available, and whether multiple pieces of content comply with the selected method.
- Send another message that shouldn't match and check if the error triggers.
- If there is no reply, check the rule scope, team member activation status, account connection, matching method and number of replies in order.
Check your result
- The rule name, trigger range, and matching method are saved.
- The team member client has selected or turned on the corresponding automatic reply.
- Test keywords trigger as expected, non-matching messages do not.
Frequently asked questions
After the administrator set it to public, why did the team members still not reply?
The document clearly requires team members to select it in the settings before it can take effect. First check the team member switch and account connection, and then check the trigger type, keywords and times.
Which is more suitable, full match or half match?
Fixed instructions are suitable for full matching; half matching can be considered when the customer's expression contains other words. First check with positive and negative test messages to avoid irrelevant triggers.
Can keyword reply and AI assistant be enabled together?
This manual does not give the priority when both are enabled at the same time. You should check whether there are duplicate responses on the test account before deciding on the enterprise's activation plan.
According to pages 43, 45, 46, and 47 of the "2026-SalesEpoch Operation Manual".
Menus and features may vary by client version or account access. Follow the current interface and verify critical workflows with a test account first.