Using out of office auto replies allows you to ensure when you are out of office your customers are still attended to. xSellco’s smart auto replies with time delay makes it look like a real human reply, so you can automatically respond to queries without losing the human touch.

 

Auto reply Breakdown

Getting to an Auto Reply

To go to our create auto replies go to Messages which brings you to your messages inbox and select “Templates” in the left side menu.


Directions: Messages>Templates

 

Basic settings

Template Name* - This is just a name to assist you in knowing which auto reply has been actioned in a message and will not be presented to the receiver of the message.
Available to use with - For an auto reply we will need to choose Auto reply only.
Active Template - is a switch where you can turn templates off if they are no longer valid.


Required Settings as shown above.

 

Message Template

Language
Here you can choose the language of your template. You can enter as many translations as you like. The auto reply will detect which language the original message is in and use the correct translation. If a translation can not be found the primary language will be used.

Message
Within the message we would recommend not using phrases such as:

  • We are currently out of the office
  • Our office hours are.

The reason for this is, if there is an auto reply detector on your marketplace they can detect these key phrases as an auto reply and not approve this as a response.An ideal out of office message would be:

Hi  #consumer_firstname#,

Thank you for contacting us. This is confirmation that we have received your email and we will get back to you within 24 hours and usually much sooner (excluding weekends). Your message is very important to us and we will be in touch as early as possible to answer your query.

Regards,
The Team

The message can then be added with the option to add an attachment if needs be. You will need to save your auto reply and go back in to add an attachment. Please note in you are replying through certain marketplaces they may restrict attachments or their size.

Inbuilt Snippets
Within the message you can also use the inbuilt snippets. These can be very important to personalise your auto reply. All of the snippets that can be used can be found in the blue box on the left hand side.

As you can see there are order related snippets. These can only be used if an order is attached to the message. To ensure an order is attached we can use the next section usage conditions.

Usage Conditions

These can be quite useful to ensure an auto reply can only be used in certain circumstances. However, an auto reply is primarily for when you are out of office and these would not be necessary. Here we can choose to only have this template available during the following conditions:

Channel - this can restrict the auto reply to a certain channel you have added. Leave blank to have this auto reply open to all channels.

Subject must contain - If you want to target your auto reply to certain messages that have a consistent subject you can fill it in here.

Query Type - here you can target your auto reply to messages that fall into a specific query type. If you choose multiple they must have one of the query types you have selected.

Order Status - This is the usage condition that ensures we can use the inbuilt order snippets. The order must be at this current status for the your auto reply to be applied.

Order fulfilment - Separates whether the auto reply can be used for FBA or FBM orders.

Delivery Date - allows auto replies to only be sent within/outside the latest delivery date advised.

Can only be used if the ticket has never had a reply - Our last condition is can only be used if the ticket has never had a reply which ensure you are not repeating the same answer to a customer.


If you would like to send an auto response for other condition please follow this guide:
 

Autoresponder Options

Now we will need to fill in when we want our replies.

Delay
Our first option here allows you to choose how much you would like to delay sending your auto-response. Rather than a customer receiving an auto-response instantly, a time delay makes it look more like a human response. This is particularly useful to prevent Amazon from detecting your message as an auto-response. We can choose this by adding in a minimum and maximum delay in minutes.

Frequency
Then we can choose how often this template can be used as an autoresponder for a certain ticket with a frequency.

Exclude
If we ever need to exclude certain email addresses from our autoresponder you can them in exclude or you can exclude an entire domain with a wildcard  by inserting *@domain.com.


 

Date and Time Conditions
Here we can choose from a Recurring date & time conditions where you enter specific days and times that your auto-response should trigger.  For example, if you are out of the office for several days in a row, such as weekends enter the following.

Or to set an auto-response for specific dates such as holidays, go to One-off date & time constraints. Enter the dates and times that you will be out of the office.

To ensure you don’t forget to activate your auto-responder, you can set the dates for all your holidays at once.

Change the message status
Here we can choose if when we use the template it will automatically change the ticket status for us. The default is that it does not change the ticket status or we can change the status to open or closed after use.

Once you are happy with your settings, select Create Channel Message Template.

You can create as many types of templates as you like by following the steps above. To delete a template uncheck the Active Template box to move it to Inactive.

 

Got any questions? Get in touch with our support team at support@xsellco.com