Auto-Reply Settings
Auto-Reply (/settings/auto-reply) lets you set up automatic responses for when you can’t respond immediately. Never leave a lead waiting — Winnie will reply on your behalf based on rules you configure.
How auto-reply works
When a contact reaches out and you don’t respond within a set window, Winnerr can automatically:
- Send an SMS — “Hi , thanks for reaching out! I’m currently with a client and will get back to you shortly.”
- Send an email — Auto-acknowledge receipt of their inquiry
- Create a callback task — So you don’t forget to follow up
Setting up auto-reply
1. Enable auto-reply
Toggle auto-reply on from Settings → Auto-Reply. Choose which channels to enable:
Set the delay before auto-reply triggers:
| Setting | Description |
|---|
| Response window | How long to wait before sending (e.g., 5 minutes) |
| Active hours | Only auto-reply during business hours, or 24/7 |
| Quiet hours | Never auto-reply between certain times (e.g., 10 PM – 7 AM) |
3. Customize messages
Write your auto-reply message with personalization tokens:
{{first_name}} — Contact’s first name{{agent_name}} — Your name{{agent_phone}} — Your phone number
Different messages can be configured per channel (SMS vs Email).
4. Exclusions
Exclude specific contacts or groups from auto-reply:
- Existing clients (they may expect a real reply)
- Contacts already in an active conversation
- Internal team members
Onboarding wizard
(/settings/auto-reply/onboarding)
First-time setup includes a guided wizard that walks you through the most common configuration in 3 steps — select channels, set timing, and write your message.
Best practices
Keep auto-reply messages short, warm, and professional. Include an estimated time to respond so the lead knows what to expect.
- Set a short response window (2–5 minutes) for leads — speed matters
- Use longer windows for existing clients who are less likely to churn
- Always create a callback task so nothing falls through the cracks
