This guide will take you through the process of setting up and using the Cloud Commerce Pro message centre.

Message Centre allows you to have all of your emails from various sources and sales channels integrated directly into Cloud Commerce Pro. This allows you to use a highly customisable combination of rules and filters to ensure you only see the emails you need, when you need them the most.

Click “Configuration” from the Admin Centre.

Navigate to “Message Centre” in the configuration options side bar and click to expand the section. Click “Exchange Accounts” to add and edit mail accounts.

The page will be blank if you have not previously added any accounts. Click “Add New Account” to continue.

1. Account Alias – Add a 3 character alias to identify the mail account you want to add.

2. Email – Enter the email address of the account you want to add.

3. Password – This is the password for the email account.

4. EWS URL – This is the web address for your exchange web services. For external email addresses you must use Office 365, so click the “Default Office 365” button to automatically fill this field with the correct URL. If your emails are hosted with Cloud Commerce Pro you can leave this section blank.

5. Save / Cancel – Click “Save” to confirm your choices and save the new account or “Cancel” to go back.

To add multiple accounts click “Add New Account” and repeat the steps above.

Message source rules are used to group together the various types of places messages can come from. Message source and classification rules are used together to direct automation such as auto reply rules and message templates and ensures they are used at the correct times.

Navigate back to the Configuration Options sidebar. Click “Message Source Rules” to continue.

Click “Add New Rule” to continue.

1. If Sender Ends With – Specify a variable that an email ends with such as “@gmail.com” or “@www.cloudcommercepro.com”.

2. Classify It As – Select what you want the above to be classified as. As mentioned above, there should be no need for you to configure Amazon and eBay sources here as these are recognised by the system:

3. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back. Repeat these 2 steps to add more message source rules.

Message clarification rules look at the subject of an email in order to assign it to a certain group. Message source and classification rules are used together to direct automation such as auto reply rules and message templates and ensures they are used at the correct times.

Navigate back to the Configuration Options sidebar. Click “Message Clarification Rules” to continue.

Click “Add New Rule” to continue.

1. If Subject Contains – Enter the variable from an emails subject line that you want to use for classification. For example you might want all emails that contain the word “Return” to be classified as “Returns”.

2. Classify It As – Select what you want the above to be classified as:

3. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back. Repeat these 2 steps to add more message source rules.

You can use message templates to act as the basis for various auto-reply emails that tie in with the source and classification rules you set up previously.

Navigate back to the Configuration Options sidebar. Click “Message Templates” to continue.

Click “Add New Template” to continue.

1. Template Name – Give your template a name based on the function it will fulfil such as “Returns” or “Order Query”.

2. Template Body – Populate your template with text here.

3. Source Code – Click the <> button to populate your template with HTML code.

4. Insert – Click here for a list of pre-generated variables that can populate certain parts of the email that change. For example, $CUSTOMERTEL$ would pull the customers telephone number and insert it where the variable is placed.

5. Save / Cancel – Click “Save” to confirm your choices or cancel to go back.

Template creation is an advanced feature in Cloud Commerce Pro. If you need help with this, speak to your project manager.

Auto reply rules link your message templates with the messages sources and message classifications that we set up earlier in order to create an auto-reply message for a specific scenario.

Navigate back to the Configuration Options sidebar. Click “Auto Reply Rules” to continue.

Click “Add New Rule” to continue.

1. Message Source – Select a relevant message source for the auto reply rule you want to set up:

2. Message Type – Select a relevant message type for the auto reply rule you want to set up:

3. Use Template – Any templates you have created will display here. Select the one designed for this automation job.

4. Mark As Replied? – Click the check box if you want auto-replies to mark a message as having been applied to.

5. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back.

The message ignore rules section allows you to set up combinations of email addresses and circumstances that you don’t want filtering through to the message centre. Use this to ensure you are only seeing the mails that need the most attention.

Navigate back to the Configuration Options sidebar. Click “Message Ignore Rules” to continue.

Click “Add Default Rules” to continue.

The default rules act as a basic mail filter for your message centre to help keep the content as relevant as possible.

To delete a rule, click the trashcan button besides it.

To add your own ignore rules, click “Add New Rule”.

1. If From Match – Add an email address to match up against.

2. If Subject Contains – You can leave this blank to ignore everything by the email address entered above or enter a keyword to look for in the email’s subject field to ignore. For example, you might want to ignore everything that contains the word “Return” from a specific address.

3. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back.

Click “Apply Rules Now” start using your default rules as well as any you added manually.

Navigate back to the Configuration Options sidebar. Click “Reply Timers” to continue.

Message reply timers assign deadlines to messages to ensure such things as customer and client emails are being replied to in a timely manner.

1. Default – The default reply deadline can be set anywhere between 0 and 72 hours.

2. New – Click “Add New Rule” to make a custom timer.

1. Message Source – Pick a message source from the list to define where the email will be coming from for this timer to be applied:

2. Message Type – Select the type of message this timer will apply to:

3. Reply Deadline – Select the number of hours to wait before a reply is required between 0 and 72 hours.

4. Save / Cancel – Click “Save” to confirm your timer rule or “Cancel” to go back.

Repeat this process to add as many reply timers as required.

You can view a summary of your messages from the Admin Centre.

2. Search – You can use the search bar regardless of which tab you are in, and you will switched automatically to the search tab to display the results.