Managing SMS Auto Reply
Account owners and admins can enable or disable SMS auto replies and set auto responses for call queues and auto receptionists when no users are available in the call queue or for closed hours.
Additionally, users with the Power Pack add-on can set up an SMS auto responder to automatically respond to incoming SMS messages during specified conditions like out-of-office hours or Do Not Disturb (DND) mode. The auto responder can be configured to send a pre-defined response of up to 500 characters.
This article covers:
Prerequisites for enabling or disabling SMS Auto Reply
- Pro, Business, or Enterprise account
- Account owner or admin privileges
- Zoom Phone license
- Zoom Phone Power Pack add-on
Limitations of SMS Auto Reply
The SMS Auto Reply feature has the following limitations:
- The account owner or admin can control the usage of SMS autoresponders for the site, group, phone users, auto receptionists (AR), call queues (CQ), and users.
- Auto-reply settings for AR and CQ can only be set up by the admin.
- The admin can determine whether a user is permitted to use an SMS autoresponder but cannot configure their auto-reply. Users have the flexibility to personalize their auto-reply settings.
- For users without a Power Pack add-on, the settings for auto reply will not be displayed on their personal settings page, even if the admin has enabled this feature for them.
- Only one auto-reply will be sent to the recipient every 5 minutes. For example, if the user receives 10 messages from the same person within a 5-minute period, that person will receive 1 auto response.
How to enable or disable SMS Auto Reply
Account
To enable or disable SMS Auto Reply for all users in the account:
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Account Management then Account Settings.
- Click the Zoom Phone tab.
- Under General, click the SMS Auto Reply toggle to enable or disable it.
- If a verification dialog displays, click Enable or Disable to verify the change.
- (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
Group
To enable or disable SMS Auto Reply for a group of users:
- Sign in to the Zoom web portal as an admin with the privilege to edit groups.
- In the navigation menu, click User Management then Groups.
- Click the applicable group name from the list.
- Click the Zoom Phone tab.
- Under General, click the SMS Auto Reply toggle to enable or disable it.
- If a verification dialog displays, click Enable or Disable to verify the change.
Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level. - (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
Phone user
Note: The phone user must have a Power Pack add-on for this feature to work.
To enable or disable SMS Auto Reply for a phone user:
- Sign in to the Zoom web portal as an admin with the privilege to edit phone users.
- In the navigation menu, click Phone System Management then Users & Rooms.
- Click the Users tab.
- Click the applicable name from the list.
- Click the Policy tab.
- Under General, click the SMS Auto Reply toggle to enable or disable it.
- If a verification dialog displays, click Enable or Disable to verify the change.
Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
Site
To enable or disable SMS Auto Reply for a site:
- Sign in to the Zoom web portal as an admin with the privilege to edit sites.
- In the navigation menu, click Phone System Management then Company Info.
- Click the applicable name from the list.
- Click the Policy tab.
- Under General, click the SMS Auto Reply toggle to enable or disable it.
- If a verification dialog displays, click Enable or Disable to verify the change.
- (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
Auto receptionists
To enable or disable SMS Auto Reply for auto receptionists:
- Sign in to the Zoom web portal as an admin with the privilege to edit auto receptionists.
- In the navigation menu, click Phone System Management then Auto Receptionists.
- Click the applicable name from the list.
- Click the Policy tab.
- Under General, click the SMS Auto Reply toggle to enable or disable it.
- If a verification dialog displays, click Enable or Disable to verify the change.
- (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
- Configure the auto-reply for inbound message.
Call queues
To enable or disable SMS Auto Reply for auto receptionists:
- Sign in to the Zoom web portal as an admin with the privilege to edit call queues.
- In the navigation menu, click Phone System Management then Call Queues.
- Click the applicable name from the list.
- Click the Policy tab.
- Under General, click the SMS Auto Reply toggle to enable or disable it.
- If a verification dialog displays, click Enable or Disable to verify the change.
- (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
- Configure the auto-reply for inbound message.
How to configure the auto-reply for inbound message
User
Note: The user must have a Power Pack add-on for this feature to work.
When SMS Auto Reply is enabled by an admin, you can configure the auto-reply policy for inbound message for your own use:
- Sign in to the Zoom web portal.
- In the navigation menu, click Settings.
- Click the Phone tab.
- Under Others, locate the SMS Auto Reply setting.
- Under Auto-reply for inbound message, configure the auto-reply for inbound message:
- Under Send during business hours in DND (Do Not Disturb) mode, click Set, enter a message to send, then click Save.
The policy will appear on the Zoom web portal. - Under Send during closed hours, click Set, enter a message to send, then click Save.
The policy will appear on the Zoom web portal.
- After configuring the auto-reply for inbound messages, hover your mouse over a message in the Zoom web portal, then use the following actions:
- Edit: Click the policy and click Edit to edit the message and its trigger settings, then click Save.
- Delete: Click the trash icon to remove the policy.
- Activate/Deactivate: Click Activate to activate the policy. Click Deactivate to deactivate the policy.
Auto receptionists
- In the Zoom web portal, enable SMS Auto Reply at the auto-receptionist level.
- Under Auto-reply for inbound message, click Set.
A pop-up window will appear. - In the window, enter a message to send.
- (Optional) Under the Message to send box, click Insert template to insert an SMS template.
- (Optional) Under the Message to send box, click the emoji icon to add an emoji to your message.
- Under When is it triggered to send, select from the following options:
- Only during closed hours
- Always
- Click Save.
The policy will appear on the Zoom web portal. - After configuring the auto-reply for inbound messages, hover your mouse over a message in the Zoom web portal, then use the following actions:
- Edit: Click the policy and click Edit to edit the message and its trigger settings, then click Save.
- Delete: Click the trash icon to remove the policy.
- Activate/Deactivate: Click Activate to activate the policy. Click Deactivate to deactivate the policy.
Call queues
- In the Zoom web portal, enable SMS Auto Reply at the call queue level.
- Under Auto-reply for inbound message, click Set.
A pop-up window will appear. - In the window, enter a message to send.
- (Optional) Under the Message to send box, click Insert template to insert an SMS template.
- (Optional) Under the Message to send box, click the emoji icon to add an emoji to your message.
- Under When is it triggered to send, select from the following options:
- Only during closed hours
- No active member in this call queue
- Always
- Click Save.
The policy will appear on the Zoom web portal. - After configuring the auto-reply for inbound messages, hover your mouse over a message in the Zoom web portal, then use the following actions:
- Edit: Click the policy and click Edit to edit the message and its trigger settings, then click Save.
- Delete: Click the trash icon to remove the policy.
- Activate/Deactivate: Click Activate to activate the policy. Click Deactivate to deactivate the policy.