If a customer receives an incomplete order, or has products missing from the order, they will create a support ticket. Responding fast helps your customers feel assured that you will handle this issue. Automating the initial response can be a quick way to get back to your customer.
Follow the steps mentioned below:
- Go to [Inbox Workflows] from the Settings menu and click [+New Rule].
- Next, enter the name of the rule and switch the rule on.
- Under “When”, select the channels that you want the rule to be active on.
- And now choose if you want the rule to be activated on creation of a new ticket, on receiving a new message in an existing ticket, or both.
- Select the conditions when the automation should run. In our case, we’ll use the “Email Subject” > “Contains any of” > not received,missing,didn't receive,did not receive,didn't get,did not get
- “Email subject” only works on email tickets. To also catch other channels, or customers who write the details in the message, add a second condition: “Message body” > “Contains any of” > the same words. Then set “If” to “Any”, so the rule runs when either condition matches. The default is “All”, which needs both.
- Under THEN, select [Auto Reply] and create the reply that you wish to send out to your customer. Here’s an example:
8. Once you’re done, click [Save Rule]
