> ## Documentation Index
> Fetch the complete documentation index at: https://docs.winnerr.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Auto-Reply

> Configure automatic responses for incoming calls, texts, and emails when you are unavailable

# 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 {{first_name}}, 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:

* [ ] SMS auto-reply
* [ ] Email auto-reply
* [ ] Missed call auto-reply

### 2. Configure timing

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

<Tip>
  Keep auto-reply messages short, warm, and professional. Include an estimated time to respond so the lead knows what to expect.
</Tip>

* 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