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
After-hours inquiries
Respond politely and promise a follow-up once your team is back online.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.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
Message received on a channel connected to Spur.
Spur checks all other automations (keyword triggers, menus, flows).
No match found → Default Reply fires.
Optional: Additional Action blocks run (e.g., ticket assignment, tag contact, add to list).
Setting Up a Default Reply
Go to Automation › Basic Automations
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.
Choose Channel – select the WhatsApp number, Instagram handle, etc.
Compose the message
Acknowledge, apologize if needed, set expectations.
Keep it short (1-2 sentences plus a CTA).
Use emojis sparingly for warmth.
(Optional) Add Action blocks
Create ticket & assign owner
Or trigger your basic main menu automations
Tag contact for later campaigns
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