Crafting Effective Auto Responders: Your Step-by-Step Guide

What is an Auto Responder?

An auto responder is a feature that automatically sends predefined responses to incoming messages based on specific conditions. It is commonly used in customer support to provide instant replies to frequently asked questions or to acknowledge the receipt of a message.

Step 1: Setting Up Business Hours

Before configuring an auto responder, it's important to set up your business hours. These hours determine when your team is available for communication.

Navigate to the Business Hours section.
As shown in the image below, you can configure your business hours by specifying the start and end times for each day.



Enable the Holiday Mode if your team is unavailable for the entire day. ShopAgain will treat it as outside business hours, and auto responders will be triggered accordingly.

"Holiday Mode marks your business as closed for the day. When enabled, ShopAgain treats it as outside business hours. Use this feature for holidays when your team is unavailable to chat with customers."



Once done, click on Save Changes to apply the settings.

Step 2: Creating an Auto Responder Rule

After configuring the business hours, follow these steps to create an auto responder rule:

Go to the Auto Responder section.
Click on the New Rule button to start creating a rule.

Rule Setup:

- Channel: Select the channel where the rule should apply. Currently, WhatsApp is the only available option.

- Conditions: Choose when the auto responder should trigger:
- Outside business hours
- Within business hours
- All time

- Response Action: Currently, the only available action is "Auto reply."

- Variables: You can personalize your auto responses using available variables:
- User Variables: FirstName, LastName, UserCity.
- Company Variables: CompanyName, CompanyWebsite, CompanyAddress, CompanyEmail, CompanyPhone.

Auto-Reply Message:

Write the message that will be sent automatically. You can use formatting like bold or include variables to personalize the response. For example:

Hey {{ FirstName }}, we will get back to you as soon as possible!



Once you are satisfied with the configuration, click Create to activate the auto responder.

Updated on: 21/10/2024