Auto Reply rules are used to reply automatically to your messages. Can be used for out of hours responses, or can be used to specifically reply to emails from certain sources.

Contents:

1. Admin Centre

2. Configuration

3. Auto Reply Rules

4. Setting the Schedule Type

5. Configuring the Scheduling Types

6. Saving Your Rule

7. View Rule

1. Admin Centre

From the Admin Centre in Cloud Commerce Pro, click the Configuration button.

2. Configuration

From the Configuration menu on the left of the screen, first click Message Centre to drill into that section. Then click Auto Reply Rules

3. Auto Reply Rules

Any existing Auto Reply Rules will display here. These can be deleted by pressing the trash can button if required.

To begin adding a new rule, click the Add New Rule button

4. Setting the Scheduling type

When you are creating you can select from any of the following scheduling types:

None

Choose this option to have the rule run at any time of the day, based purely on the source / type filters.

Why use this scheduling type?
This scheduling type is useful if you want to do auto-reply's to only one of your websites and want it to Auto-reply to any email received from that source.

Simple

Simply add a start / end time to have the rule run the same every day.
You can also set this to start and end the next day by choosing a start time later than the end time.
Example: Start: 5.45pm, End: 8.30am - Runs overnight each day.

Why use this scheduling type?
This scheduling type is useful if you want to do out of hours responses every day from when you close at 5:30pm, until you open at 9:00am the next day.

Set Days

Choose a start / end time and choose which days of the week to run.
Example: Start: 9am, End: 5.30am ticked Tuesday, Wednesday - Runs during the day for Tuesday and Wednesday.

Why use this scheduling type?
This scheduling type is useful if you want to do out of hours responses on certain days, as you might have different opening hours on a Friday compared to a Saturday.

Spanned

You can choose to span the rule over several days by including the day of the week in the start / end times.
Example: Start: 5.45pm Friday, End: 8.30am Monday - Runs overnight Friday through to Monday morning.

Why use this scheduling type?
This scheduling type is useful if you want to do out of hours responses for the weekends when you are not open, meaning that you can set this to start on Friday evening and end on Monday morning.

5. Configuring the Scheduling types

Below is how to configure each scheduling type.

1. None

Below, you can see you can select the following:

  • Message Source - This is where your message has come from, such as Amazon, eBay or a marketplace. Or it can be unrelated to channels and can be if it's from a customer.

  • Message Type - This is the type of message it is, such as a return, or an order cancellation.

  • Use Template - This is simply if you want to use a template in your auto-reply, and you can select from any templates you have saved.

  • Mark as Actioned? - If selected, it will mark your emails as actioned.

  • Delay Sending? - This will delay the auto-reply, so you can set it to send an hour later. (Can set to send from 1-8 hours later)

2. Simple

Below, you can see you can select the following:

  • Message Source - This is where your message has come from, such as Amazon, eBay or a marketplace. Or it can be unrelated to channels and can be if it's from a customer.

  • Message Type - This is the type of message it is, such as a return, or an order cancellation.

  • Use Template - This is simply if you want to use a template in your auto-reply, and you can select from any templates you have saved.

  • Mark as Actioned? - If selected, it will mark your emails as actioned.

  • Start Time - This will be the time set for auto-reply's to start.

  • Finish Time - This will be the time set for auto-reply's to finish.

  • Delay Sending? - This will delay the auto-reply, so you can set it to send an hour later. (Can set to send from 1-8 hours later)

3. Set Days

Below, you can see you can select the following:

  • Message Source - This is where your message has come from, such as Amazon, eBay or a marketplace. Or it can be unrelated to channels and can be if it's from a customer.

  • Message Type - This is the type of message it is, such as a return, or an order cancellation.

  • Use Template - This is simply if you want to use a template in your auto-reply, and you can select from any templates you have saved.

  • Mark as Actioned? - If selected, it will mark your emails as actioned.

  • Start Time - This will be the time set for auto-reply's to start.

  • Finish Time - This will be the time set for auto-reply's to finish.

  • Days to run - This is the days you can select for auto-reply's to be turned on for.

  • Delay Sending? - This will delay the auto-reply, so you can set it to send an hour later. (Can set to send from 1-8 hours later)

4. Spanned

Below, you can see you can select the following:

  • Message Source - This is where your message has come from, such as Amazon, eBay or a marketplace. Or it can be unrelated to channels and can be if it's from a customer.

  • Message Type - This is the type of message it is, such as a return, or an order cancellation.

  • Use Template - This is simply if you want to use a template in your auto-reply, and you can select from any templates you have saved.

  • Mark as Actioned? - If selected, it will mark your emails as actioned.

  • Start Time - This will be the time set for auto-reply's to start, this also includes the day of the week you want this to start on.

  • Finish Time - This will be the time set for auto-reply's to finish, this also includes the day of the week you want this to finish on.

  • Delay Sending? - This will delay the auto-reply, so you can set it to send an hour later. (Can set to send from 1-8 hours later)

6. Saving your rule

Once you are happy with your configuration, click the Save button to finalise your choices

7. View Rule

Your new rule will now display in the list with any other rules that were created previously.

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