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What is a Default Reply & When to use it?

Trigger automations when nothing is detected by keywords.

Updated over 2 weeks ago

Overview

A Default Reply is your “safety-net” automation in Spur. It fires automatically whenever a contact’s message does not match any other active automation or keyword rule on a given channel (WhatsApp, Instagram, Facebook, etc.). Instead of leaving the customer hanging, Spur sends a predefined fallback response and can trigger follow-up actions such as ticket creation or human hand-off.

One-per-channel rule:
Each channel (e.g., a specific WhatsApp number or Instagram account) can have only one active Default Reply. Enabling a new Default Reply for that channel will disable the previous one.


Why Default Replies Matter

Benefit

How it helps

Immediate acknowledgment

Customers always receive a friendly confirmation that you’ve seen their message—even outside business hours.

Consistent brand voice

You control the tone and phrasing instead of relying on platform-generated “Seen” indicators.

Smooth escalation

Pair the reply with an Action step (e.g., “Create ticket, assign to Support”) so nothing slips through the cracks.


Typical Use-Cases

  1. After-hours inquiries
    Respond politely and promise a follow-up once your team is back online.

  2. Unrecognized questions or keywords
    If a user asks something your bots don’t yet understand, the Default Reply keeps the conversation alive while you improve your automations.

  3. First-day coverage on a new channel
    Launching on a fresh WhatsApp or Instagram handle? Turn on a Default Reply first, so customers are never met with silence.


How the Trigger Works

  1. Message received on a channel connected to Spur.

  2. Spur checks all other automations (keyword triggers, menus, flows).

  3. No match found → Default Reply fires.

  4. Optional: Additional Action blocks run (e.g., ticket assignment, tag contact, add to list).


Setting Up a Default Reply

  1. Go to Automation › Basic Automations

  2. Click ➕ New Automation (or edit your existing Default Reply). By default, we create a sample flow for you, and it is off, so won't trigger unless you turn it back on manually.

  3. Choose Channel – select the WhatsApp number, Instagram handle, etc.

  4. Compose the message

    • Acknowledge, apologize if needed, set expectations.

    • Keep it short (1-2 sentences plus a CTA).

    • Use emojis sparingly for warmth.

  5. (Optional) Add Action blocks

    • Create ticket & assign owner

    • Or trigger your basic main menu automations

    • Tag contact for later campaigns

  6. Enable the workflow (toggle in the top-right).

    • Remember: Enabling this will automatically disable any older Default Reply on the same channel.


Best-Practice Copy Templates

Scenario

Suggested Text

General fallback

“I’m sorry—I didn’t quite catch that 🤖. Could you please rephrase or share a bit more detail? A human teammate will review and reply shortly.”

Out of hours

“Thanks for reaching out! Our live team is offline right now, but we’ll get back to you first thing tomorrow.”

Channel-specific (Instagram)

“Hey there 👋 We didn’t understand that message. Drop us your question again and we’ll reply ASAP!”


Tips for Optimizing Default Replies

  • Review analytics: If the Default Reply fires frequently, inspect message logs to identify new keywords/flows to build.

  • Localize: Create language-specific Default Replies for multilingual audiences.

  • Set SLAs: Pair with ticket creation so agents know response deadlines.

  • Avoid loops: Make sure the reply itself doesn’t trigger other automations unintentionally.


FAQ

Q: What happens if I disable the Default Reply on a channel?
A: Messages with no matching automation will be left unanswered. Always keep one active fallback per channel.

Q: Can I have different Default Replies for two Instagram accounts?
A: Yes—each account counts as a separate channel, so you can configure one Default Reply per account.

Q: Does the Default Reply count toward my automation limits?
A: No; it’s treated like any other basic automation and is unlimited.


Need more help? Visit Help › Automations in your Spur dashboard or contact us at

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