Order tracking and refund requests are the most common customer queries for an ecommerce business. You can automate them by following these steps 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 “Message body” > “Contains any of” > the keywords that your customers may use when asking for order related queries (separate with commas)
- I’ve also added the condition “Order tracking URL” > “Is available”, so the automated response is only sent when the customer’s order has a tracking link. This needs your Shopify store to be connected, because the tracking link is read from the customer’s Shopify order.
- Finally, scroll further and select “Auto Reply” from the dropdown under THEN. Enter the reply that you wish to send to the customer and use the dynamic tags from the dropdown menus right above the input box.
- You can tick “Send auto-reply once per ticket per day.” if you want to avoid sending the same reply again and again on one ticket. The limit is per ticket and per rule. It resets when the calendar day changes (not 24 hours after the first reply), so it is not a one-time-only send.
- Once you’re done, click [Save Rule]
That’s it, the rule is now activated on your account. Every new tracking request will automatically be answered with our canned response. Auto Reply only sends the message; it does not close the ticket unless you add a separate action to do so.
