Turn automated messages on or off
Quick answer
In Settings, Automated Messages, select a message and use the switch beside its title to stop it being sent. For Unable to Answer, switch on to send your own template text instead of the AI's reply, or leave it off to let the AI write its own.
A customer asks for her rewards. First comes "Please hold on while I check", then the answer. Two messages, and since Meta began charging for replies, you pay for both.
Some automated messages only tell a customer to wait before the real reply arrives. You can switch those off so HeyBirdy sends only the reply that matters, and you can choose what a customer receives when your AI assistant cannot answer.
- Switch off holding messages that are always followed by the real answer.
- Choose between the AI's own words and your fixed wording for Unable to Answer.
- Every switch saves the moment you flip it and applies to your whole workspace.
Before you start
- You are signed in as an Admin.
- You know what each message says. The editor is covered in Automated Messages.
Which automated messages can I switch off?
| Message | Where to find it | What the customer still gets |
|---|---|---|
| Searching / Loading | Errors | The answer, once the search is done |
| Sign-Up Process | Sign-Up | The sign-up result that follows |
| My Rewards — End of List | Loyalty & Rewards | The last page of their rewards |
Sign-Up Process and My Rewards — End of List appear only in workspaces that use membership sign-up and rewards. All three are on until you switch them off.
Inactivity Follow-Up has the same kind of switch, and it is off until you switch it on.
How do I switch an automated message off?
- Go to Settings, then Automated Messages.
- Select the message in the list.
- Turn off the switch beside its title. You see Settings saved successfully.
The message now shows (Disabled) after its name in the list. Its wording stays in the editor, so you can switch it back on later without rewriting it.
What should my customer receive when the AI cannot answer?
When a question falls outside what your assistant knows, the Unable to Answer switch decides the reply.
- Off (AI reply): the default. Your AI assistant writes its own reply.
- On (Template): HeyBirdy sends the text you wrote for Unable to Answer, word for word and in the language you wrote it in. This happens even when the AI could have answered part of the question.
Either way, the question is logged in Unanswered Questions so you can fill the gap.
To change it:
- Go to Settings, then Automated Messages.
- Select Unable to Answer under Support.
- Write the text you want customers to see, and select Save Settings.
- Turn on the switch beside the title. The label beside it changes from AI reply to Template.
While the switch is off, Unable to Answer shows (AI reply) after its name in the list, as a reminder that your template text is not being sent.
One message where there used to be two, and your customers still get every answer they asked for.
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