Auto Reply  

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

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. 

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.)

Agent Time Zone

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

Reply Schedule

There are two ways to set up reply schedule:

1. Set Repeated Schedule

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 week.

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.

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

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. 

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.

A list of ticket Types has been outlined below: