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Auto Replies & Actions

You can set up Apptoto to automatically reply (or take other actions) when a client replies to one of your auto-messages. You can set up Auto Replies for specific messages in a messaging sequence or for all messages.

Creating Auto-Replies for Individual Messages

To add and edit Auto Replies, click the message you want to add your auto-reply to, click the “edit” button, and then the “Add auto-reply.”

Click "+Add auto reply" button in message editor to add auto-replies for individual messages

Each “Auto Message” has its own set of triggers and actions. An “Auto Message” can have multiple triggers.

Each trigger can also have multiple actions.

Set multiple triggers for auto-replies based on clients' responses

Creating Default Auto Replies for All Messages

Instead of creating Auto Replies for individual messages, you may want to set up default Auto Replies for all messages instead. That’s possible with Apptoto! To do so:

  1. First, navigate to the “Messaging” > “Appointment Auto Messages” tab.
  2. Click the “Advanced” tab and scroll to the bottom. Advanced messaging settings in Apptoto
  3. In the “Default Appointment Auto Replies” section, you can add as many default auto replies as you want. These are specific to each type of message (voice call, text, and email), as each message type will have different triggers and/or actions that can then be taken.Set up default Auto Replies based on clients' responses for all messages in Apptoto
  4. Clicking “+Add Auto Reply” will automatically generate a new reply, but you will need to edit it in order for it to work.
  5. Set a trigger and then the action you wish to take place, along with the text you wish to accompany the action if needed. All available triggers and actions are listed in the tables below.
    • For example, If “client confirms,” then “say” {text message response}. Clicking the blue text message link next to the action will enable you to edit the text of the message as needed.set default Auto Replies in Apptoto based on responses of clients/patients
  6. Click + to add another Auto Reply, the pencil/paper icon to edit an existing message, or the trash can icon to delete an Auto Reply.
  7. Be sure to click “Save” to ensure your Auto Replies are enabled.

If you want to set up default messages to be sent to anyone who sends you a text, not just clients responding to existing Appointment Booking Confirmations, Reminders, or Follow-Ups, you can find more information in our article about Incoming Message Handling.

Triggers

Apptoto supports the following triggers:

TriggerMessage TypesDescription
client dialsCalls onlyFires if the client dials the specific digit provided.
digit is not recognizedCalls onlyFires if the client dials a digit that doesn’t match any of the triggers or auto triggers
no responseCalls onlyClient hangs up without dialing anything since the last prompt, client doesn’t answer, or busy signal
call failsCalls onlyCall does not go through (most likely because number is incorrect)
message failsSMS and Email onlyMessage does not go through (most likely because number is incorrect)
reply isSMS and Email onlyFires if the client replies with a specific reply (not case sensitive)
reply includesSMS and Email onlyFires if the client replies and the reply includes the specified word or phrase. (not case sensitive)
no response after X minutesSMS and Email OnlyNo response is received back from client after X minutes.
PLEASE NOTE: Sending any manual messages to the same client will negate this trigger.
client confirmsRemindersFires if the client confirms the appointment via the default trigger (e.g. 1) or if a different trigger results in the appointment being confirmed. Also fires if the client confirms through the “Appointment Page” included in the SMS or Email sent.
client cancelsRemindersSame as above but for cancellations
client requests rescheduleRemindersSame as above but for reschedule requests
client acceptsBookingSame as above but when the client accepts a booking message (i.e. invite)
client declinesBookingSame as above but when the client declines a booking message (i.e. invite)

Actions

Apptoto supports the following actions:

ActionMessage TypesDescription
promptCallsRespond to the client (during the same call) and then wait for the client to dial another digit. The same triggers will be re-used. To use a different set of triggers for the new prompt, consider using “transition to” instead.
sayCallsRespond to the client (during the same call) and then hang up
repeatCallsRepeat the original message
forwardCallsForwards the call to the calendar owner or a different number. This feature is not available to all accounts, please contact support@apptoto.com if you want to use this action.
replySMS and EmailReply with a SMS or Email message back to the client
do nothing Do nothing. Used to override the default behavior if desired.
transition to Transition to a different Auto Message by saying or sending it’s message, and using it’s triggers if the client replies again. Please note that the conditions of the other message will not be take into account (i.e. the transition will occur regardless of if the target message is still valid for the appointment).
enable message Enable another message for the participant of the appointment. Use this instead of “transition to” if you want the timing options of the message to still be applied, or if you want the conditions to be considered.
disable message Disable another message for the participant of the appointment.
send email notification Send an email notification to the user or calendar owner (destination will be determined by the settings on the “Settings” > “Notifications” tab unless you override it with a custom “to” email address).
mark as confirmedRemindersRecords the client as having confirmed the appointment, and adds [CONFIRMED] to the title of the appointment
mark as cancelledRemindersRecords the client as having cancelled the appointment, and adds [NOT COMING] to the title of the appointment
mark as reschedule requestedRemindersRecords the client as having cancelled the appointment, and adds [RESCHEDULE] to the title of the appointment
mark as acceptedBookingRecords the client as having accepted the appointment, and adds [ACCEPTED] to the title of the appointment
mark as declinedBookingRecords the client as having declined the appointment, and adds [DECLINED] to the title of the appointment
disable default auto replies Prevents any auto replies and actions specified in the “Default Auto Replies” section of the schedule from executing. Useful if you want most of the messages to behave in a certain way but only one or a few to not. You can set up the defaults for the majority of the messages, and then override them in the other messages. 

Default Triggers and Actions

Depending on the purpose of the original message, Apptoto will handle replies automatically for some responses.

Default triggers and actions are not performed if an auto-reply trigger matches the reply. E.g. if you set up an auto reply that says “if reply includes ‘1’” then the default actions described in this section for “1” will not be performed. This can be useful if you want to override the default behavior. If you don’t want to override the default behavior, and simply want to add an action, then consider using one of the ‘client confirms’, ‘client cancels’, etc. triggers listed above.

Triggers and Actions For Reminders:

TriggerCall TypeActions
replies “1”SMS RemindersMarks the appointment as confirmed and sends an email notification (if configured on Settings > Notifications tab)
dials “1”Call RemindersSame
replies “confirm”Email RemindersSame
replies “2”SMS RemindersMarks the appointment as cancelled and sends an email notification (if configured on Settings > Notifications tab)
dials “2” and then “2”Call RemindersSame
replies “cancel”Email RemindersSame
replies “3”SMS RemindersMarks the appointment as reschedule requested and sends an email notification (if configured on Settings > Notifications tab)
dials “2” and then “1”Call RemindersSame
replies “reschedule”Email RemindersSame

Triggers and Actions For Booking Messages:

TriggerCall TypeActions
replies “1”SMS BookingMarks the appointment as accepted and sends an email notification (if configured on Settings > Notifications tab)
dials “1”Call BookingSame
replies “accept”Email BookingSame
replies “2”SMS BookingMarks the appointment as declined and sends an email notification (if configured on Settings > Notifications tab)
dials “2”Call BookingSame
replies “declined”Email RemindersSame

Triggers and Actions For All Messages:

TriggerCall TypeActions
replies “STOP”, “END”, “QUIT”, or “UNSUBSCRIBESMS messagesPhone number is added to stop list
replies “STOP”, or “UNSUBSCRIBEEmail messagesEmail address is added to stop list
dialing 9CallsPhone number is added to stop list

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