Setting Up a Chat Autoresponder

In this article:

• Understanding Chat Autoresponders
• Creating Your First Autoresponder
• Configuring Autoresponder Time Periods
• Setting Up a 24-Hour Autoresponder
• Managing Your Autoresponder Message
• Viewing Autoresponder Activity
• Editing or Removing Autoresponders
• Autoresponder Limitations and Alternatives

Understanding Chat Autoresponders

Practice Better's chat autoresponder helps you maintain work-life balance by automatically responding to client messages during your off-hours. When a client sends you a direct message during a period you've designated, they'll receive your automated response, letting them know when to expect a reply or how to reach you for urgent matters.

Your autoresponder works exclusively for direct one-on-one conversations with clients. It won't trigger in group chats or other messaging contexts within Practice Better. This ensures your automated messages reach only the clients who are trying to contact you personally.

📍 Note: The autoresponder displays once every 30 minutes to the same client, preventing message overload while still providing helpful information.

Creating Your First Autoresponder

Getting started with autoresponders takes just a few minutes. You'll configure when your autoresponder activates and what message clients receive.

1. Go to Settings > Telehealth & Messaging in your Practice Better account.
   
    
2. Locate the Chat Autoresponder section.
    
3. Click Edit settings to open the autoresponder configuration window.
   

Configuring Autoresponder Time Periods

You have flexibility in scheduling when your autoresponder activates. Practice Better allows you to create up to five different time periods, each with its own schedule. All periods share the same autoresponder message, but you can customize when each period is active.

📍 Note: All autoresponder time periods use your Practice Better account timezone, not your clients' timezones. Verify your timezone is correct in your profile settings before configuring autoresponders.

To set up your time periods:

1. In the Autoresponder Settings window, select your desired Weekday from the dropdown menu.
    
2. Choose your From time (when the autoresponder activates).
    
3. Set your To time (when the autoresponder deactivates).
    
4. Write your autoresponder message in the text field (maximum 250 characters). 
   
   
    
5. Click Add period in the bottom-left corner to create additional time periods if needed.
   
    
6. Click Done to save your settings.
    
7. Click Save Changes near the top-right of the page. 
   

💡 Tip: Common autoresponder schedules include evenings (5:30 PM to 8:30 AM), weekends, or lunch hours. Consider when clients most often reach out and when you're genuinely unavailable to respond.

Setting Up a 24-Hour Autoresponder

For full days when you're completely unavailable, such as weekends or holidays, you can configure a 24-hour autoresponder schedule.

1. Go to Settings > Telehealth & Messaging and click Edit settings in the Chat Autoresponder section.
    
2. Select the day(s) of the week when you want 24-hour coverage (for example, Saturdays and Sundays if you don't work weekends).
    
3. Set the From time to 12:00 am.
    
4. Set the To time to 11:59 pm.
    
5. Enter your autoresponder message.
    
6. Click Done to activate.
   
    
7. Click Save Changes near the top-right of the page. 
   

This configuration ensures clients receive your autoresponder any time they message you during those full days.

⚠️ Important: Chat autoresponders work on recurring weekly schedules only. For specific date ranges like vacations or conferences, use Practice Better's Out-of-Office Notification feature instead, which allows you to set custom start and end dates.

Managing Your Autoresponder Message

Your autoresponder message represents your practice during off-hours. Craft it to be professional, helpful, and reassuring.

Effective autoresponder messages typically include:

• A brief acknowledgment that you're currently unavailable
• When clients can expect a response
• Alternative contact information for urgent matters
• A reassuring tone that you'll respond when you return

Example message:

"I'm currently out of the office. If you need immediate assistance, please contact the office at 555-555-5555. Otherwise, I will respond as soon as possible upon my return."

✅ All set: Once configured and enabled, your autoresponder works automatically during your designated periods. You don't need to manually activate or deactivate it each time those hours arrive.

Viewing Autoresponder Activity

Practice Better makes it easy to see when clients have received your autoresponder message. This helps you identify which clients may need priority responses when you return.

To track autoresponder activity:

1. Go to your main Messages page and open a chat.
    
2. Look for the "A" badge next to recent messages.
   
    
3. The badge indicates that this client received your autoresponder during their most recent message.

This visual indicator helps you quickly identify conversations where clients already know you're unavailable, allowing you to prioritize your response queue more effectively.

Editing or Removing Autoresponders

Your availability changes over time, and Practice Better makes it simple to update or remove autoresponder settings.

To edit an existing autoresponder:

1. Go to Settings > Telehealth & Messaging.
    
2. Locate the Chat Autoresponder section.
    
3. Click Edit settings.
    
4. Modify your time periods, message, or weekday selections as needed.
    
5. Click Done to save your changes.

📍 Note: Changes to your autoresponder message or schedule won't apply retroactively to messages already sent. Clients who received the previous version will continue to see that message in their conversation history.

To remove an autoresponder:

1. Navigate to Settings > Telehealth & Messaging.
    
2. Scroll to the Chat Autoresponder section.
    
3. Click the More Options menu (3 dots) next to the autoresponder settings.
   
    
4. Select Delete autoresponder.
   
    
5. Click Save Changes near the top-right of the page. 
   

Your autoresponder will be deactivated immediately, and clients will no longer receive automated responses.

Autoresponder Limitations and Alternatives

Understanding what autoresponders can and can't do helps you choose the right tool for different situations.

Chat autoresponders:

• Work only for direct one-on-one messages from clients
• Use the same message across all configured time periods
• Cannot be customized for specific clients or client groups
• Remain active even if you manually send messages during autoresponder periods (displaying once per 30 minutes per client)
• Work independently from scheduled messages (they won't interfere with each other)
• Only trigger when clients manually send messages (displaying once per 30 minutes per client)
• Display after the client sends a message, not before

For situations requiring different approaches:

• Specific date ranges or vacations: Use the Out-of-Office Notification feature, which allows you to set custom start and end dates rather than recurring weekly schedules
• Client-specific messages: Consider sending individual messages to clients before planned absences
• Pre-emptive notifications: Update your booking page or practice information to communicate upcoming unavailability

💡 Tip: Many practitioners combine chat autoresponder periods for regular weekly schedules with Out-of-Office Notifications for vacations and special events, creating comprehensive availability communication.