Ticket Settings_Auto Reply

Follow

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 manual setup for each channel.

mceclip0.png

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 Schedule

mceclip4.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 has to wait for 12 hours before it will send another auto reply back to the same customer. 



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 in the ticket type list.

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

A list of ticket Types has been outlined below:

mceclip8.png

mceclip9.png

Have more questions? Submit a request

Comments

United States support
Phone support by schedule
To book a schedule, Go to
Contact Us
United Kingdom support
Phone support by schedule
To book a schedule, Go to
Contact Us
Taiwan support
Business Hours: Monday-Friday 9am- 6pm (GMT+8)
Tel: +1(650)396-2777 (English)
Tel: +886-02-7720-6858 (Chinese)
www.bqool.com.tw
China support
Business Hours: Monday-Friday 9am- 6pm (GMT+8)
Tel: +886-02-7720-6858 (Chinese)
www.bqool.cn