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Automatic Replies
The automatic replies feature allows you to send your pre-defined responses to your customers automatically. With this feature, you can ensure fast responses to questions coming from your customers without the assistance of agents, using your custom pre-defined responses for the questions you commonly encounter.
Only ticket channels are available for auto-replies. You can find more information about the channels in detail on the Product and Communication Channels Integrations page to deliver auto-replies to conversations originating from live support channels.
To get started with the auto-reply feature, go to Settings > Auto Replies > + Add Auto Reply and add your pre-defined responses to the platform.
To create an auto-reply, follow these steps:
- Select the product you wish to use the Auto-Replies features with.
- Select a communication channel.
- Enter the content of the automated response you'll be sending.
- After entering your responses, select Save.
For different communication channels, you can create different auto-replies. The auto-reply feature has several functions depending on which channel you select. You can utilize this feature for many other purposes. For instance, if you want to send auto-replies to your customers who contact you by e-mail, simply select the e-mail channel.
Your clients will receive the auto-reply you've added to the platform the moment they open a ticket. Tickets that have auto-replies enabled are updated under the tickets reason as Automatic Replies.
If a customer sends the same message more than once, the Automatic Replies feature will be disabled, and the tickets will be reopened and queued to be answered by an agent.
Last modified 1yr ago