Why Elle did not send a Welcome, After-Hours or Holiday Message?

When a Member or prospect first engages with Elle, they will trigger an automatically generated message. This message is the same regardless of time or date.

Welcome SMS Auto-Responses

Elle has a 12-hour window between automatically generated welcome messages. This means that Elle will not send more than one automatic message every 12 hours including Welcome, After-Hours, and Holiday Messages.

After-Hours and Holidays

After-Hours or Holiday messages are only sent if a user engages in an already existing Elle conversation (existing text thread). Due to the 12-hour window, a new user will only receive the initial auto-response configured for the button, and if they respond to that text off hours or on a holiday, no second message will be sent.  

In the below example an Elle Auto-Response was sent on July 4th. If the user had replied, they would not have received the Holiday message, as there was not a pre-existing conversation between an agent and the user. 

Here is an example of a user receiving an After-Hours message. Notice that they were engaging in an already existing conversation, and sent the text that triggered the after-hours auto response after the CU had closed:

If you still have questions regarding Auto-Response features and functionality, please send an email to your account manager at Shastic or at [e-mail].