Add two automatic answers: one with the trigger A new customer's first message (welcome) and one with Message outside office hours (away). The system then sends them by itself, and your sellers still answer the customer as usual.
Where to find it
Admin › CRM › Inbox › Replies & automations, then the Automatic answers tab.
You need the Inbox settings feature (the owner and the Admin role have it).
Step by step
- Open the Automatic answers tab.
- Under New automatic answer, give it a name, for example "Welcome".
- Choose A new customer's first message (welcome).
- Choose Every page, or one connected page if each page needs its own words.
- Write the answer.
{name}becomes the customer's name, for example "Assalamu alaikum {name}! Thanks for writing to Rangdhanu Fashion." - Press Add.
- For the away answer, add another one with Message outside office hours (away), for example "We are closed now. We will answer you from 10 am."
- Check the Office hours box on the same page and set your hours. Press Save.
How it works
- Welcome goes when a customer writes in a chat for the very first time. A customer who has written before does not get it again.
- Away goes only outside your office hours, and at most once in 12 hours to the same customer.
- One automatic answer per message. The away answer comes first, then a word answer, then the welcome. So a new customer writing at night gets the away answer, not both.
- Automatic answers show grey in the chat and are marked "automatic".
- They never stop the seller's clock. The customer still counts as waiting until a person answers.
Good to know
- Office hours start as 10:00 to 22:00. Change them in the Office hours box.
- Each answer shows how many times it was used.
- Press On to switch one off without deleting it, and press it again to switch it back on.
- Change the text and press Save under it. Use the bin to remove it.
- These answers are for chats. Comments on posts have their own automatic answer, Comment on a post.
Common problems
- The away answer did not go. It is inside office hours now (the box shows "Now: office hours"), or that customer already got it in the last 12 hours.
- A returning customer did not get the welcome. That is expected: the welcome is only for the first message.
Related
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