Using Custom Actions, you can create automated responses to share with customers who match Workflows you have in place. With an auto-responder in place, you can set expectations with your customers during office hours or when you are offline. We’ll go through how to best set up your Custom Actions and Workflows to seamlessly automate replies and support your customers.

When setting up your Custom Action, you will need to first update the headers being used for your request. The headers of the Custom Action should include the following content and use the same format as shown when looking at the API documentation for the Reply to a conversation endpoint:

You will need to insert the dynamic attribute Conversation ID in place of <ID> in the endpoint URL.

For the Request Body, you will need to format the request using the same formatting that is shown in the REST API documentation for the Reply to a conversation endpoint:

Once you have added your content to the Request Body, you can test our the Custom Action using a conversation in your workspace. Enter the conversation's ID in the Test value field and click the "Test" button.

If the test is successful, you will see the automated response appear in your your test conversation:

From there, you can Save and set live your Custom Action.

After you’ve set up your Custom Action, you now need to create or edit an existing Workflow which uses the trigger Teammate has been unresponsive and add the Custom Action to your Workflow.

For example, Teammate has been unresponsive for '5 minutes' could be the trigger.

Then Apply rules to your Workflow path to use conditional branching.

Click + Add rule to define the conditions for when to send the Custom Action, such as:

Once you save and set your Workflow live, any conversations that match should trigger the Custom Action.