Learn how to use the Auto-Responder plugin to reply automatically when specific message conditions match.

The Auto-Responder plugin lets you build response flows for recurring messages, offline situations, and internal handoffs. It works with Intents, which define the conditions to match and the automated actions to execute.

To configure it, open Crisp, then go to Plugins → Auto-Responder.

Watch the video tutorial

What the Auto-Responder does

Auto-Responder helps your team save time by automatically responding to specific kinds of customer messages.

Common use cases include:

• Offline replies → send a placeholder response when your team is unavailable
• Frequent questions → answer repeated questions without making operators rewrite the same response
• Team handoffs → mention a specific team or operator when a message matches their area of responsibility
• Named requests → notify an operator when a customer asks for them directly

How Intents work

An Intent contains the conditions that must match and the response flow that should run when those conditions are met. If several conditions are configured inside the same Intent, all of them must match for the response flow to start.

Intent conditions

Available Intent conditions:

• Message pattern → the user message matches at least one configured pattern; matching is case-insensitive
• Message origins → the message comes from a specific origin, such as chat, email, or Messenger
• If operators offline since → all operators have been offline for a defined number of minutes, up to 2 days
• If operators did not read → no operator read the message within the expected delay

Response flow items

Available response flow items:

• Send Message → sends a text message from the Auto-Responder identity
• Send Compose → shows a typing event for a defined number of seconds
• Mention → mentions an operator through an internal private note
• Note → adds a private note that is only visible to your team
• Wait → pauses the flow for a defined number of seconds

If multiple response items are configured, they run one after another in the order you define.

Combine Intent conditions

Intent conditions can be combined to keep automated replies precise.

Examples of useful combinations:

• Message pattern → reply when a customer says something like I have a bug
• Message pattern + message origin → reply only when a matching message comes from email
• Operators offline since → send a response after your team has been offline for a defined duration

Write message patterns

Message patterns are used to match parts of user messages. A simple pattern such as question can match a message like Hi! I have a question..

You can use * as a wildcard to fuzzy-match parts of messages.

Matching examples

These messages match their patterns:

• Hello, I need help. → matches *help*
• Hi! I have a question. → matches hi*question
• My MacBook is broken. Is there some warranty? → matches macbook is broken.*warranty

Non-matching examples

These messages do not match their patterns:

• Okay that sounds good. → does not match help*me
• Can I speak to Baptiste? → does not match can*speak*to*valerian

Pause an Intent

You can pause an Intent by disabling it from its sidebar settings. This keeps the configuration saved, so you can re-enable it later without rebuilding the Intent.

Troubleshoot Intents

If an Intent does not run as expected, test it in a clean session and review how the conditions are ordered.

Common reasons an Intent does not run:

• Recent changes → configuration changes can take a few seconds to apply; wait up to 30 seconds before testing again
• Cooldown → each Intent can fire only once every 30 minutes for each user session
• Multiple matches → if several Intents match the same message, only the first matching Intent runs

Build a Facebook Messenger Auto-Responder

Updated on: 03/05/2026