You can configure an Auto-Responder directly within the platform to handle messages that are not intercepted by the AI. If you currently send auto-responses through your CX platform, you may choose to move the setup here.
By letting our platform manage the auto-responder, you reduce the risk of message conflicts between your CX platform and the AI. This ensures customers see the AI’s response clearly and provide the necessary information for quick resolution.
Important:
Auto-Responders will only be sent to conversations that are not intercepted by the AI.
If the AI intercepts a conversation, the AI will respond directly instead of the auto-responder.
Steps to Add an Auto-Responder
From the Shipped Suite Merchant Admin, go to AI Agent > Platform Settings.
Under Agent Schedules, locate the Auto-Responder option.
Check the box to enable Auto-Responder.
In the Auto-Responder Email Message field, enter the message you’d like to send when the conversation is not intercepted by the AI.
The message supports Markdown formatting
Click Save at the bottom of the page to apply your changes.
Best Practice
We recommend moving your auto-responder from your CX platform to our platform to avoid conflicting messages and improve customer experience.
If you need any assistance setting up or customizing your auto-responder, please contact us at support@cavalry.ai.