EasyChannel’s Autoresponder feature streamlines customer communication by automatically replying to incoming messages across various eCommerce platforms. This ensures timely responses, enhances customer satisfaction, and reduces manual workload. With customizable rules and scheduling options, you can tailor autoresponses to fit your business needs.
Step-by-Step Instructions:
Access the Autoresponder Settings:
Navigate to Helpdesk in your EasyChannel dashboard.
Select Features and then click on Auto Responders.
Click the Create Responder button to initiate a new autoresponder setup.
Configure Autoresponder Settings:
Name and Content:
Assign a descriptive name to your autoresponder for easy identification.
Compose your message content. Utilize dynamic fields (available on the right-hand side) to personalize messages with buyer information, order details, or item specifics.
When to Send:
Choose the appropriate sending schedule:
Always: Send at all times.
Specific Date Range: Ideal for vacations or seasonal messages.
During Non-Business Hours: Send messages outside of your defined business hours.
When Message Doesn’t Get a Reply: Trigger a response if the buyer hasn’t received a reply within a specified timeframe.
Sending Rules:
Define specific conditions under which the autoresponder should activate.
Combine multiple conditions using AND/OR logic to target specific scenarios, such as message content, subject lines, items, channels, or order statuses.
Manage Existing Autoresponders:
After creation, your autoresponders will appear in a list on the Auto Responders page.
Each entry displays its name, settings, and conditions.
Use the Status toggle to enable or disable responders.
Utilize the Actions menu to edit, duplicate, or delete responders as needed.
Pro Tips:
Avoid Overlapping Responses: Ensure that multiple autoresponders don’t trigger simultaneously for the same conversation by setting distinct conditions or using exclusions.
Personalize Messages: Incorporate dynamic fields to make your messages more engaging and relevant to the recipient.
Monitor Performance: Regularly review the effectiveness of your autoresponders and adjust rules or content to optimize customer engagement.
Troubleshooting:
Issue: Multiple autoresponders are triggering for the same message.
Solution: Refine your sending rules to ensure that only one responder matches a given scenario. Utilize specific conditions and exclusions to prevent overlaps.
Issue: Autoresponder is not sending as expected.
Solution: Verify that the responder is enabled and that its conditions are correctly set. Also, check that the sending schedule aligns with your intended timing.
Next Steps:
Explore related features such as Auto Messages for proactive customer communication.
Review the Helpdesk Overview to understand how autoresponders integrate with other support tools.
Contact Information:
For further assistance, contact us at [email protected] or visit easychannel.com/contact.