Auto-replies and templates.
Beyond the basics: when each auto-reply fires, the variables you can use, and how to handle edge cases.
The four auto-reply types
TapText fires different auto-replies depending on context. All are configured in Settings, Auto-replies.
1. Inside-hours auto-reply
Sent when a visitor submits the widget during your set business hours.
Goal: confirm receipt and set a quick-turnaround expectation. "Got your message. Texting back within an hour."
2. After-hours auto-reply
Sent when a visitor submits the widget outside your set business hours.
Goal: confirm receipt and set a longer expectation. "Got your message. We're closed 'til 7am, first reply in the morning."
3. Missed-call text-back
Build and Boost only. Sent when someone rings your TapText AU number and the call doesn't connect.
Goal: pick up the lead anyway. "Saw the missed call. Txt me back here, easier than playing phone tag."
4. Public holiday auto-reply
Same as after-hours, but fires on Australian public holidays you've ticked in Business Hours, Public Holidays.
You can write a separate public holiday message or have it use the after-hours one.
Variables you can use
Drop these into any auto-reply and they'll be replaced at send time:
{{first_name}}the name the visitor typed in the widget (blank if they skipped name){{business_name}}your business name from Settings, Account
Example: "Cheers {{first_name}}, this is Sam at {{business_name}}. I'll text back within an hour."
Tip. If
{{first_name}}is blank, the message will read awkwardly ("Cheers , this is Sam..."). Either make name a required field in the widget, or write the auto-reply so it works without a name ("Got your message, this is Sam at {{business_name}}").
Length matters
Each auto-reply should fit in 160 characters where possible. That's 1 SMS. Going to 161 to 320 characters means 2 SMS, which costs you twice as much against your monthly cap.
If you use emoji or non-ASCII characters, the limit drops to 70 characters per SMS. Stay text-only and you get more room.
Common patterns that work
- The "I'm a real person" opener. "This is Mick from Mick's Plumbing." Gives the visitor a name to reply to.
- The expectation-setter. "Reply within 2 hours, sometimes faster if I'm between jobs." Better than "soon" or "ASAP".
- The escape hatch. "If urgent, ring me on 0400 XXX XXX." Gives them an alternative if SMS isn't working.
Common patterns that don't work
- "Thank you for reaching out." Sounds like a contact form auto-response, not a person.
- "Our team will get back to you." There's no team, it's you. Customers can tell.
- "Within 24 hours." Way too long for SMS. Customers expect SMS to be quick. Set the expectation lower.
Editing on the fly
You can change auto-reply text any time. Changes take effect immediately. The next visitor who submits the widget will get the new version.