You can set up Apptoto to automatically reply (or take other actions) when a client replies to one of your auto messages.

To edit the auto replies, be sure to check the “Show Auto Replies” checkbox on your Auto Messages tab. If you do not see this checkbox, please ask support@apptoto.com to enable that feature for you.

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

If you would like to set up default Auto Replies for all messages, then simply add them to the “Default Auto Replies” in the “Advanced Settings” section.

Triggers

Apptoto supports the following triggers:

Trigger Message Types Description
client dials Calls only Fires if the client dials the specific digit provided.
digit is not recognized Calls only Fires if the client dials a digit that doesn’t match any of the triggers or auto triggers
no response Calls only Client hangs up without dialing anything since the last prompt, client doesn’t answer, or busy signal
call fails Calls only Call does not go through (most likely because number is incorrect)
message fails SMS and Email only Message does not go through (most likely because number is incorrect)
reply is SMS and Email only Fires if the client replies with a specific reply (not case sensitive)
reply includes SMS and Email only Fires if the client replies and the reply includes the specified word or phrase. (not case sensitive)
no response after X minutes SMS and Email Only No response is received back from client after X minutes.
client confirms Reminders Fires 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 cancels Reminders Same as above but for cancellations
client requests reschedule Reminders Same as above but for reschedule requests
client accepts Booking Same as above but when the client accepts a booking message (i.e. invite)
client declines Booking Same as above but when the client declines a booking message (i.e. invite)

Actions

Apptoto supports the following actions:

Action Message Types Description
prompt Calls Respond 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.
say Calls Respond to the client (during the same call) and then hang up
repeat Calls Repeat the original message
forward Calls Forwards 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.
reply SMS and Email Reply 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 confirmed Reminders Records the client as having confirmed the appointment, and adds [CONFIRMED] to the title of the appointment
mark as cancelled Reminders Records the client as having cancelled the appointment, and adds [NOT COMING] to the title of the appointment
mark as reschedule requested Reminders Records the client as having cancelled the appointment, and adds [RESCHEDULE] to the title of the appointment
mark as accepted Booking Records the client as having accepted the appointment, and adds [ACCEPTED] to the title of the appointment
mark as declined Booking Records 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.

For Reminders:

Trigger Call Type Actions
For Reminders
replies “1” SMS Reminders Marks the appointment as confirmed and sends an email notification (if configured on Settings > Notifications tab)
dials “1” Call Reminders Same
replies “confirm” Email Reminders Same
replies “2” SMS Reminders Marks the appointment as cancelled and sends an email notification (if configured on Settings > Notifications tab)
dials “2” and then “2” Call Reminders Same
replies “cancel” Email Reminders Same
replies “3” SMS Reminders Marks the appointment as reschedule requested and sends an email notification (if configured on Settings > Notifications tab)
dials “2” and then “1” Call Reminders Same
replies “reschedule” Email Reminders Same

For Booking Messages:

Trigger Call Type Actions
replies “1” SMS Booking Marks the appointment as accepted and sends an email notification (if configured on Settings > Notifications tab)
dials “1” Call Booking Same
replies “accept” Email Booking Same
replies “2” SMS Booking Marks the appointment as declined and sends an email notification (if configured on Settings > Notifications tab)
dials “2” Call Booking Same
replies “declined” Email Reminders Same

For All Messages:

Trigger Call Type Actions
replies “STOP”, “END”, “QUIT”, or “UNSUBSCRIBE SMS messages Phone number is added to stop list
replies “STOP”, or “UNSUBSCRIBE Email messages Email address is added to stop list
dialing 9 Calls Phone number is added to stop list

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