To use these automated replies, you can follow the steps below:

  1. Sign in with your user name and password at https://web.sirena.app/manager/admin/channels. You can also go to the Conversational Channels option from the menu on the left side.

  2. Select the channel you want to enable automated welcome messages for (WhatsApp or Facebook Messenger):

3. Once you open the channel, you'll see two types of automated responses that can be set up: greeting messages for other sources and away messages.

Message configuration is similar to greeting messages, just that in this case you will have to select a message template. You can also choose whether you want the message to be sent automatically for all origin sources or only for some in particular.

Note: you can only use templates that do not contain agent variables, meaning that this welcome message cannot be used to send templates that have agent's name, agent's email or agent's phone number.

Sirena will automatically send a template to start a WhastApp conversation as soon as you enable this option and start receiving new leads from the selected sources.

If none of the available templates work for you, you can always request a new template. Keep in mind that, in order to use it as a welcome message, it must not have any agent variable. If you want to learn more about how to request a new template, please visit our help article for WhatsApp and Facebook message templates.

Assign contacts to agents even if they haven't replied: By default, Sirena will send this Message Template and wait for contacts to reply before assigning them to agents. This way, agents would only receive contacts with open WhatsApp conversations.

Turn this setting ON to make Sirena assign all contacts to agents even if they haven’t replied yet

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