Can I automatically respond to customers when I see "Message is not available"?
Yes, you can! A good way to handle this is to set up a keyword reply specifically for these unavailable messages. This allows you to inform customers that you can't view their message and guide them
Updated Jul 18, 2026
Yes! Set up a keyword reply that matches unavailable messages, so customers are told immediately instead of being ignored.
Setup:
- Go to Automation → Keyword Reply and create a new reply
- Set the keyword to exactly
ciphertext— why this word? - Write your response, e.g.: "Sorry — your message didn't come through. Could you resend it? If it keeps happening, call us at …"
- Save and switch the reply on
Now every "This message is not available" chat gets an instant, helpful response.
Full walkthrough: Use Keyword Reply to detect "This message is not available"
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