Logo
  • Support
  • Contact Us
  • Contact Us
  • Language
    • English
    • 简体中文
  • LOGIN START FREE TRIAL
English 简体中文
  • LOGIN
  • START FREE TRIAL
  1. BQool Support
  2. BigCentral
  3. Ticket Manager

Ticket Settings_Auto Reply

BQool Support

Auto Reply  

Auto-Reply helps Amazon Sellers to automatically answer messages and buyers’ inquiries during off-work hours.

mceclip0.png

Click on ‘Add Auto-Reply’ to start Auto-Reply setup. (The default setup is blank for each marketplace. It requires a manual setup for each channel. 

mceclip1.png

 

Channel

Choose marketplace. (Only the marketplaces which are Active in Ticket Settings will be displayed on the Channel list. The marketplaces that are already setup with Auto Reply won’t be shown in the channel list, either.)

mceclip2.png

Agent Time Zone

The system can auto-detect logged in users’ local time zone and also provide options for other time zones.

mceclip3.png

Reply Schedule

There are two ways to set up reply schedule:

1. Set Repeated Schedulemceclip4.png

A: The schedule can be set on certain days during a week. The Auto-Reply can be triggered to start from a specific time of a day and end at a specific time of the same day. 

B: The schedule can be set to apply all day or set to be triggered only on a selected day of the wee
k.

These two pre-set schedules can be modified or deleted. There can be a total of 5 schedules, regardless of whether the schedule has been specified or not.

C. If the time of the repeated schedules clashes with another, the schedule with the higher rank number will take effect.

D. If a buyer’s email has been received by the Ticket Manager during the scheduled Auto Reply, then the system will respond to the email with an auto-reply. However, if the customer responds swiftly with a second email, then the system will not send another auto-reply back to the same customer until the seller personally replies to the previous email.

 

2. Set Fixed Date Schedule

There can be a total of 5 Fixed Date Schedules.

mceclip5.png

A. If the time of the fixed schedules clashes with another, the schedule with the higher rank number will take effect.

B. If a buyer’s email has been received by the Ticket Manager during the scheduled Auto Reply, then the system will respond to the email with an auto-reply. However, if the customer responds swiftly with a second email, then the system has to wait for 12 hours before it will send another auto-reply back to the same customer.

Set Delay

mceclip6.png

The system is able to delay a reply to customer inquiries to avoid being viewed as an auto-bot reply by Amazon during the auto-reply schedule period,

The system can delay replying to a customer’s message between the set Min and Max minutes. Please note that the set delay function has to be toggled on.

Set Ticket

The Auto-Reply function will only target New Tickets, which haven’t been replied to before.

Set Template for Ticket Type

The Auto-Reply function can target different types of ticket inquiries (e.g. Wrong Item Shipping query) to send out a standard reply email.

  1. Multiple ticket types can be chosen to pair with the same Auto-reply template.
  2. The chosen ticket type will be excluded from the ticket type list.

The maximum number of auto-replies is 20.
mceclip7.png

A list of ticket Types has been outlined below:

mceclip1.png

mceclip0.png

share:
  • Facebook
  • Twitter
  • LinkedIn
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Contact us

Related articles

  • Ticket Settings_General
  • Video - Ticket Manager Tutorial - How to Set Up Auto-Reply
  • Ticket Settings_Channel
  • Ticket Settings_Agent
  • Additional Scheduling Options
Logo

Products

  • BigCentral
  • BigTracker Extension
  • Repricing Central

Pricing

  • BigCentral
  • Repricing Central

Resources

  • Blog
  • News
  • Support
  • Webinars
AWS partner

AWS partner

AWS Case Study

AWS Case Study

BQool is now available on Amazon Global Selling

Solution Provider Network

Amazon, Amazon Global Selling and the Amazon Global Selling logo are trademarks of Amazon.com, Inc. or its affiliates.

© BQool Inc. All Rights Reserved.