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1. Introduction

Definition

Smart Replies — a category of automatic replies in AI Support that send configured replies based on keywords inside sales funnels. Functionally identical to FAQ — the only difference is in application: Smart Replies operate inside funnels, FAQ — in free chat. Used at the Engage, Manage and Convert stages.

The module reads keywords from the subscriber's messages and matches them against reply groups in the current funnel. It is connected with the Smart Reply LGT type — a subscriber can be automatically moved into another funnel after replying to the bot's message. The reply itself is composed in the Message Builder.

B2B operator (marketer, sales manager, or content manager) creates groups for different topics (price, delivery, payment, reviews), fills them with keywords and reply texts. Can bulk-add keys from an Excel sheet and attach LGTs for cross-funnel routing.

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B2C client (subscriber in a funnel) writes a message to the bot, receives a relevant auto-reply, and optionally gets subscribed to another funnel via an LGT inside the auto-reply.

To the Client's Card we write: every trigger (which key fired, in which funnel, at what time), new subscriptions created by the LGT inside the auto-reply, and the dialog history with the subscriber.

After reading this, you will understand:

• what the Smart Replies category is and how it is structured (groups / keys / replies);

• how to add an automated reply and attach it to a funnel;

• how the sending logic works for different funnels;

• how to bulk-add a keyword list from an external document;

• what the difference is between Smart Replies and FAQ;

• how to use an LGT inside an auto-reply to move the subscriber into another funnel.

Purpose

Smart Replies are the main mechanism for automating dialog inside a funnel. They turn typical subscriber questions into instant replies without any manual work from the manager.

Engage — auto-replies to warming questions ("what is this", "how does it work", "how much does it cost") inside a warming funnel keep the subscriber in the dialog and push them to the next step. Goal — sustain engagement through automated dialog inside the funnel.

Manage — auto-replies to operational questions ("when will it be delivered", "where is my order", "how do I cancel") remove routine load from the manager. Goal — offload managers from typical questions through automation.

Convert — auto-replies to buying intent keys ("want to buy", "how to pay", "payment details") with an attached LGT instantly route the subscriber into the conversion funnel. Goal — turn interest into a purchase via an instant auto-reply with an LGT transition.

2. Smart Replies Overview

Configuring an automated reply in the Smart Replies category takes 4 steps: choose a category and a funnel, create a group, add keys, attach a reply and an LGT. If needed, the keyword list can be bulk-added from a ready Excel sheet.

2.1. Choose a Category and Funnel

1. Select the category — "Smart Replies" or "FAQ".

2. Select the funnel within which the reply will operate.

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2.2. Create a Group

1. Click the "Create Group" button.

2. Enter the group name. You can leave "Group title" (the default value), but it's better to give it your own name — so it's easier to navigate later which replies belong to which groups.

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2.3. Add Keys

Enter a key — a word or phrase. Click "Add" or press Enter. Keys appear below the input — add as many as you need. To remove a key, click the "×" to the right of it.

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2.4. Reply and LGT

1. Click "Add Reply".

2. If necessary, select an LGT (type "Smart Reply") — so that after the subscriber replies to the bot's message they get automatically subscribed to a funnel.

3. Click on the message itself — the Message Builder will open. Edit and save the reply text.

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2.5. Bulk-Adding Keys from a List

If you have a ready keyword list (for example in an Excel sheet), you can add them all at once — without manual entry.

1. Copy the keyword list from your document.

2. Paste it into the keys field. Words must be separated by commas, for example: price, buy, how much does it cost.

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Press "Add" or Enter — all keywords will be added as separate tags.

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3. Auto-Reply Sending Logic

• If a key is detected in the subscriber's message, the bot sends one of the replies from its group.

• If two keys from the same group are in the message, the bot sends only one reply from it.

• If there are multiple replies, they are sent round-robin: first, then second, after the last — first again.

• If the subscriber is subscribed to a specific funnel and Smart Replies are configured for it — the bot sends exactly those.

• If the subscriber is subscribed to several funnels — they receive replies from all subscribed funnels.

• If the same key exists in several funnels with different replies — priority goes to the most recent funnel the subscriber joined. If the key exists both in Default Replies and in a funnel — the funnel wins.

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Related Guides

Key Terms