Relate workspace owners and members can define working hours and deliver an automated text message response if a client texts them outside of those set hours. This workflow provides a responsive client experience outside of work hours.
To set working hours:
- Log into Yext on your computer.
- From the Relate Conversations section, select Account Settings.
- Scroll down to Working Hours.
- Checkmark which days of the week your business is open.
- Afterwards, for each day, designate the time at which your business opens and closes.
- Click Save Changes.
To set an auto-reply message:
After setting business working hours, you have the option to set an “outside of working hours auto-reply message.” This message is sent only once to the contact in a given 24-hour window. This auto-reply message is limited to 160 characters and is run through your organization’s lexicon to ensure banned words are not used.
- Log into Yext on your computer.
- From the Relate Conversations section, select Account Settings.
- Scroll down to Working Hours.
- Underneath the working hours section, checkmark the box that states Enable outside of working hours auto-reply text.
- You will then be presented with a box where you can enter in your custom message.
- Click Save Changes.
FAQs:
Q: What happens when my contact responds back to my auto-reply text?
A: Clients will receive 1 auto reply message every 24 hours if the client texts the workspace outside of working hours.
Q: Will an auto-reply text be sent to a contact that has not been attested?
A: The auto-reply text will only be sent to contacts that are in a positive attestation state. Therefore they need to have opted in for texting or have received an implied consent notice.
Q: Does the Auto Reply get sent to “YES” attestation responses?
A: Yes, an auto-reply text is sent to positive attestation responses.
Q: Does the Auto Reply get sent if someone responds “STOP” to end the conversation?
A: No, after the contact replies STOP, the automated network message is sent.
Q: Is the Auto Reply sent if someone texts “GETINFO” to learn more?
A: No, if a contact texts GETINFO, the GETINFO text will always be sent as the Auto Reply.
Q: Will inbound message notifications still be received on the Relate app?
A: Yes. Messages and notifications will still be delivered at all times.
Q: Will the timezone of my office hours change automatically if I update my timezone in my User Settings?
A: Yes, your office hours timezone is automatically synchronized with your User Settings. If you need to keep your office hours in a different timezone from your User Settings, you might need to update your office hours to the corresponding time in the other timezone (ex: 9AM - 5PM PST > 11AM - 7PM CT)