You receive a lot of repetitive customer queries related to orders and tracking. With DelightChat’s rule-based automations, you can simplify the support workflow and automatically respond to these requests with the correct responses.
Here’s how:
1. Click the settings icon and then go to [Automation Rules] as highlighted in the screenshot below.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60c342a7fb43908cc799999d_BB7i_bQ7Tw0JXL57yaYoUIsEC3dBkTWv1WfMMAz5YJ76ptOxLYBnYMc5jXziDbD4Bkyf21b0Kc7Zs06eaSoLHqnc8o_O0eheH2fgxDCm14rUShIpDrJg8tYeHfMOs9VR4Z4de7zX.png)
2. To create a new rule, click the [+New Rule] button on the top right.
3. Next, Enter a rule name and turn the “Rule Status” to [On].
4. Choose “When” the rule should apply by selecting the channels where you want to automatically reply. Also choose if the rule should apply when a ticket is created or there is a message in the ticket.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60c342a7e9bf83b34352b6ae_cWbcDXdbixzBITBlC6mIQUELFdL6c6KEs4ROMwZEneSrIpyq8I_H4IGlcBMeHdz-XU7_CeO2jFvgOYCepO-ExumIA7M76IDp9lD4kP6ftlyDV-yjZjDtOLmZBCoxnuFj8S-N7kue.png)
4. Now, under IF, change the [When] to [Any] or [All]. Next, select [Message body] from the drop down menu.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60c342a7946ed08f8ee16f40_vd6Vl5GdsMYM066pmd1pgOoPqHDnhyHGOMwsG-SD-BWLkwOmLmRHpsJXLmtE9y5qzdowqRUwFMfojWSqEeJRJn_dMrfbmbbUQixVOz3uyBBuntOtUThUTBVPLWklnPlTlaKY1dQ7.png)
5. In the next drop down, select “Contains any of” and enter the keywords that your customers use when requesting order details.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60c342a77bad8644df619814_l4GTidr6O38gW6nBpfoRJ7pFSQ7pP-CYy9BqoMjYXhtA0Dhiq6-OVwqr_zqEQtLzKE7FCAiqq87JkMleJ-zg7dRYM6sgb3Rw3_DUkto2pLP6BrBJv0d76brasJan8OzIEnN5mnKT.png)
6. Under the “THEN” section, select [Auto Reply] and enter the response email that you’d like to send to the user. You can also make use of dynamic tags to pull customer details from Shopify.
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60c342a764ffcbd473eafc08_a7Wwbp9LOLToEalxn1Rz3DJjC4cpg6xXzBwEHlyalMOcWYZchtaF-ovWk7PAj57eGicDmvCZKjTf8vhipsCtpUWMxnBDMEQ9HW9XUqWxFyGCzmj9a6_cOqmzj346Pn2yPuXQF_Qh.png)
You can add multiple conditions and actions as required. Once you’re done, click [Save Rule] and the rule will now be activated for the selected channels.