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Auto Replies With Sia

Auto‑Replies with SIA

SIA can automatically respond to inbound messages while maintaining your brand voice. Configure Auto Replies in Settings and use Agents for advanced routing.

Overview links: Documentation Home · Settings Overview

Auto Replies apply to inbound messaging channels. For comments and reviews, use Agents to automate responses.

Where to Find This

  • Settings → Auto Replies.

Settings Quick Map

  • Settings → Auto Replies: enable the program, choose a mode, configure guardrails.
  • Settings → SIA Context: the knowledge base SIA uses when writing replies — brand tone, products, FAQs, and policies.
  • Settings Overview

Where to Configure

  1. Go to Settings → Auto Replies.
  2. Toggle Program enabled to start or pause automation.
  3. Choose a reply mode and configure guardrails.
  4. Click Save changes.

Image & Voice Note Understanding

SIA auto-replies understand more than just text. When a customer sends an image or a voice note, SIA reads the content before composing its reply:

  • Images: SIA reads up to 3 images sent by the customer in the current message turn — for example, a photo of a product issue, a screenshot of an order, or an image of a document. It can describe, identify, and respond to the visual content directly. Images from earlier turns (already replied to) are not re-read.
  • Voice notes: SIA transcribes the customer's voice note using speech-to-text before replying. The transcript is used as the basis for the reply exactly like typed text. Transcripts are cached so a retry on a failed send does not re-transcribe and re-charge.

Both capabilities apply to the current unresolved customer turn — the messages received since your last reply. This keeps context accurate and avoids re-processing old media.

Reply Modes

  • Instant acknowledgment: Sends a single‑line branded receipt immediately.
  • Basic follow‑ups: Guardrailed short replies with strict limits.
  • Full conversation AI: Longer responses that can reference CRM, ticket, and product catalog context — useful for answering product availability or pricing questions automatically.

What SIA Knows — SIA Context

Before enabling any auto-reply mode, fill in Settings → SIA Context. This is the knowledge base SIA draws from when composing every automatic reply — brand tone, products, FAQs, escalation rules, practical business details, and content direction. In Full conversation mode, SIA also reads the active conversation thread, the contact's CRM record, open tickets, and your live product catalog on top of the context. See the full guide at SIA Context.

Instant Acknowledgment Settings

  • Set the Acknowledgment message that sends instantly.
  • Keep it short and channel‑agnostic.

Basic Reply Guardrails

  • Replies per thread: Max auto replies in a single conversation.
  • Reset window (minutes): Time before the counter resets.
  • Words per reply: Keeps responses concise.
  • Disallowed keywords: Prevents replies when sensitive terms appear.

Confidence Threshold

  • Set a value between 0 and 1.
  • Lower values make SIA more talkative; higher values keep it reserved.

Availability & Billing

  • Basic and Full modes may be locked based on your plan.
  • If a mode is locked, you’ll see an upgrade prompt.

WhatsApp Groups

  • Keyword replies work the same as 1:1 and send responses to the group.
  • Group auto replies use an adaptive debounce window (about 5 minutes down to 1 minute) so SIA responds with better context instead of replying to every message instantly.
  • If a workflow already sent a direct reply (template, keyword reply, or SIA reply), auto‑reply is skipped for that message.
  • WhatsApp Groups for setup and constraints.

Use Agents for Advanced Logic

For sentiment, rating, platform, or keyword‑based rules, create an agent under Agents & Workflows and add those conditions there.

Troubleshooting Auto‑Replies

  • If SIA isn't responding, confirm the program is enabled.
  • Verify your social media accounts are connected.
  • Check confidence threshold and Basic guardrails.
  • Use Agents for more targeted conditional replies.

Common Blockers & Fixes

  • Mode locked: Basic or Full is unavailable on your plan. Use Instant acknowledgment or upgrade.
  • No replies sent: enable the program and lower the confidence threshold.
  • Replies are too short: increase Words per reply in Basic mode.

Next Steps

Need Help?

Questions about SIA auto-replies or workflow setup? Contact our Support Team or explore our FAQ section.

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