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Auto-Reply common Rule templatesUpdated 3 months 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:


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. 

RuleMacro

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