Auto-Reply common Rule templatesUpdated 2 days ago

These Rules will automatically reply to and tag tickets.

General

Autoresponder

Use case: Automatically replies to new Email tickets.

Example:

Outside business hours

Use case: Automatically replies to new emails received outside business hours.

Example:

During a holiday

Use case: Automatically replies to new tickets created during a holiday closure, like letting customers know when your team will be back. Before you create this rule, add holiday hours for the dates you're closed.

Example:

WHEN ticket created
IF created date of ticket during holiday hours Christmas schedule
AND message from agent IS NOT true
THEN Reply to customer with a message like "Thanks for reaching out! Our team is closed for the holidays and will reply when we're back on January 2."
AND Add tags holiday

Tip: Tickets created during a holiday closure also count as outside business hours. To avoid sending customers two auto-replies, add created date of ticket outside holiday hours as a condition on your Outside business hours rule, and select the same holidays.

Shopify

Shopify Order Status

Use case: Automatically respond to order status inquiries from Shopify customers including tracking information where applicable

This Rule will send a different response to customers depending on their order status in Shopify:

Customers with a recent purchase (<20 days) + tracking information for order -> automatic reply will include a tracking link and the ticket will be automatically closed.
Customers with a recent purchase (<6 days) + no tracking information for order -> automatic reply will let them know their order is still being processed, to expect tracking information once shipped and the ticket will be automatically closed.
Customer with a recent purchase (>5 days) + no tracking information for order -> no reply will be sent, the ticket will be tagged as urgent/not-shipped.
The customer doesn't have any orders -> an automatic reply will request further information.

Example:

Preorder

Use case: Automatically replies to order status inquiries tagged as preorders in Shopify.

Example:

Automate

Returns - Return portal

Use case: Automatically sends customers a link to the returns portal if they make a return request via Order Management in Chat.

This Rule is triggered by automation in Order Management and uses a Macro as the reply message - customers will only be sent the returns portal link if the order they want to return is eligible.

Rule:

Macro:

Returns - Cancellations

Use case: Automatically requests further information if the customer makes a cancellation request via Order Management in Chat.

This Rule is triggered by automation in Order Management and uses a Macro as the reply message - customers will only be sent the request for further information if the order they want to cancel is eligible.

Rule: Macro:

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