> For the complete documentation index, see [llms.txt](https://docs.replyco.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.replyco.com/main-sections/organizing-and-automatization/tickets/automation-tools.md). # Automation Tools ## Rules **Assign users, labels or put your Linnworks orders on Hold automatically with our flexible rules system.** {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Creating rules can save you a lot of time dealing with incoming tickets. You can set up rules to automatically allocate incoming tickets to a specific folder, automatically assign team members or give them Priority. ### Creating a Rule In order to create a rule, please **visit the Tools => Automation => Rules tab** and press the **Create Rule button**.

Each rule has its own name and can be turned ON/OFF with just one click.

Basically, **each rule** consists of **a block of conditions** & **a block of actions** that will be performed once conditions are met. ### Rule Conditions All conditions are grouped into **categories**: * Message * Ticket * Customer * Order * Product

**Each category contains multiple objects**. For example, the Message category has the following objects: * Text (a text of a message itself) * Subject (a thread subject) * Language (a language of a text of a message)

You are able to create **complex conditions** by using **OR & AND buttons**:

### Rule Actions Once **conditions are met**, the system will **perform the actions you chose**. Here is a description of all possible actions: * **Update Ticket Status**: this action sets a status of a ticket, which can be **Resolved** or **Not Set (Not Resolved)**. * **Update Ticket Priority**: this action sets a priority (SLA) for a ticket. You can have a number of priorities at the same time. To learn more about Priorities & SLA, please visit this page. * **Allocate into Label**: this action assigns a ticket with labels that you already created. You may choose more than one label. * **Allocate User**: this action assigns a user to a ticket. Assigned users will see this ticket at their My Tickets folder. * **Archive Ticket**: this action moves a ticket into the Archive folder. * **Mark as Read**: this action marks a ticket as Read. * **Change Order Tag, Change Order Lock State, Change Order Park State**: if you have a Linnworks account integrated into Replyco, then Replyco can interact with your Linnworks orders if such an order is attached to a ticket.

Once done, click the **Save** button. ### Rules Order When a ticket arrives, the system scans it and applies all the relevant active rules you have. Sometimes you might have rules with similar conditions, but the actions might differ. Replyco allows you to **control the order of rules** applied. Rules on the top will be applied first, while rules on the bottom will be applied after. Hence, **the more any particular rule is important to you, the lower it should be placed**. To **change** the order of a particular rule, just **drag'n'drop it using the sandwich icon**.

{% hint style="warning" %} Please note that the **Replyco** **system** **runs your rules automatically ONLY when a new incoming message arrives into a ticket**. This means that **manually created tickets and messages sent outside of Replyco and then pulled in as tickets WILL NOT be affected by rules**. {% endhint %} ## Templates **Tired of sending the same text again and again? Bin that! Just create templates that will save you hours of typing each day.** {% hint style="warning" %} Access Rights needed for creation and editing: **Tools => Automation (View & Edit)** {% endhint %} Simply put, a **Template is a pre-defined text** that will be inserted into your Reply box. ### Template Creation In order to create a template, please visit the **Tools => Automation => Templates** tab and press **the Create button**.

Visit **Tools => Automation => Templates** tab and press the **Create button**

The following window appears on the right-hand side:

Set a Template name & choose associated integrations

**Set a Template name**. This name will appear in the list of available templates when replying to a ticket. **Choose associated integrations**. The template will be visible only when replying to tickets related to these integrations. Once done, type a text of your template:

{% hint style="info" %} Please feel free to use **#tags#** that **pull a piece of relevant information automatically** depending on Order Details, Customer Details & Replyco User Details. {% endhint %} {% hint style="info" %} Please note that you are also able to paste pictures into your Signature. **Ensure that the source the image link is referring to is publicly available.** Otherwise, our system won't able to get an image from your source. {% endhint %}

For our Advanced Users, we have the **Source Mode** of the text editor, which allows you to build your Signature with a **custom HTML code**. Once done, turn this mode off.

Replyco templates also allow you to upload attachments for your Templates:

Once you have finished and inserted all the details, hit **Save**. After saving you are always able to **Edit your Template** by pressing the **pencil button** near the Template you would like to modify:

Edit your templates with the Pencil button

### Using a Template To use a template, just enter a ticket you are going to reply to and start responding to it. In the Reply box, **click on the Template area** and **choose a template** needed:

**Click on the Template area** and **choose a template** needed

Edit your response, if needed, and click Send.

### All Done! ## Auto-Response Rules **This simple guide will take you through the process of setting up an auto-response.** {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Before setting up an auto-response rule, you need to create a template that is going to be sent. ### Step 1: Create an Auto-Response Template In order to create a template, please visit the **Tools => Automation => Templates** tab and press **the Create button**.

The following window appears on the right-hand side:

**Set a Template name**. This name will appear in the list of available templates when replying to a ticket. Once done, type a text of your template:

For our Advanced Users, we have the **Source Mode** of the text editor, which allows you to build your Signature with a **custom HTML code**. Once done, turn this mode off.

Replyco templates also allow you to upload attachments for your Templates:

Once you have finished and inserted all the details, hit **Save**. Halfway there! Now it’s time to set up some rules for when to activate your after-hours auto-response. ### Step 2: Creating an Auto-Response rule Visit the **Tools => Automation => Auto-response Rules** tab and press the **Create button**.

Visit **Tools => Automation => Auto-Response Rules** tab and press the **Create New** button.

Once clicked, an Auto-Response rule creation window will appear:

Here is the fields & settings description: * **Rule Name**: this is the name of your AR rule; * **Template to Send**: here you need to choose a template that this AR rule will send to your clients; * **Integrations**: here you need to decide what integration(s) will be covered by this AR rule; * **Date Range**: this option allows you to select whether the AR rule will work endlessly or within a certain date frame; * **Delay Range**: this option allows you to define the number of minutes that should pass from the moment of a client's message arrival till the AR will be sent. It can be a certain value or a range when our system will pick the number of minutes randomly; * **Frequency**: this option allows you to choose whether each customer's message in a ticket will be auto-replied or just the first one; * **Send outside working hours**: this option allows the Auto-Response rule to refer to your Company's Working Hours (can be set up on a Company Settings page) and send ARs outside of them; * **Days**: this setting allows you to define days of the week when this AR will be active; * **Active between**: this setting allows you to define certain hours & minutes when this AR will be active during the days chosen in the previous setting; * **Conditions**: this setting defines when exactly this AR should be triggered. Once everything is set up, click Save:

### All Done! ## Amazon Feedback Requests **The ability to proactively seek feedback from Amazon buyers is vitally important to the health of an Amazon eCommerce business. That’s why we’re so excited to introduce Feedback Requests to you.** {% hint style="info" %} * Please note that this functionality is for **Amazon integration only**. * You need at least one **Amazon integration added** to Replyco to set up these Automated Feedback Requests. {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Admin (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Main => Feedback (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Tools => Automation (View & Edit)** {% endhint %} Here’s how it works. ### **Step 1: Create a feedback rule** Using the Amazon “Request a Review” template, sellers will be able to create a customisable set of rules to automatically trigger feedback requests. The **Feedback Rules** section can be found at **Tools** => **Automation**. Please note that you will need Admin access rights to view or edit. Navigate to the **Feedback Rules** tab. Click on the **+Create Rule** button in the upper right corner. ![Visit the Feedback Rules tab and click on the +Create Rule button.](https://lh5.googleusercontent.com/YrVQcjphJ9PUiU5jefwYuLQb1CFXmeK6qUQxCK4U2bclTTGCv7qa4vX1dt2zeJsMbG8iPGoMEHjkZBGECg9cZJhCensHE86Igsch6cAA4bxAsbh4pPMCNNrUL40loFP53Gedbwpv) Include a **Name** for the rule. Assign **Affected Channels**. You can choose 1 or more Amazon integrations. Create a **Schedule (days)** by entering the number of days after the latest estimated delivery date. Once expired, the feedback request will be sent. **Exclude orders with active tickets** by clicking the toggle button **On** or **Off**. **Exclude orders with open Cases** by clicking the toggle button **On** or **Off**. Click on **Save**. Only new orders will be affected. ### **Step 2: Monitoring** To view current and pending feedback requests, navigate to **Feedback** => **Feedback Requests**. You can elect to manually send a request ahead of schedule or cancel if needed. You can also Filter by Status by clicking on **Pending**, **Cancelled**, or **Sent** from the top of the list view**.** ![Pending, Sent & Cancelled Feedback Requests can be found on the Feedback Requests page.](https://lh3.googleusercontent.com/athd9kas9wvcwC8x3FXNCibKUJ9gu-8tX4iPGMzvP2O8GKypSZb4_GDN1bj17cBXDlzb9jkcC3LC8wj3xqEKJJ4YSL6_g0B8RGWpRlgQW1D7C733pD7ATdvVehYOFG4uX6Ol_J7g) ![](https://lh5.googleusercontent.com/UmbYdMEz98Ti2wMvwBd3yozCSqbdEsqjPACFSDDcFDP_NmbDpYlkJndnmV-wE_54id0wtuVUPvAPvs9Hw8j0rHO4q0Otd5GuvW8FuRXfTMpjAY8zYkU1kjscROezGCYGCiN1YnqV) You may **cancel** a pending Feedback Request or **send** it right away. #### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](/files/QbOMrBEWDv4EeOi2pABN) **Email:** **Phone**: US:flag\_us: +1 407-588-2574 | UK:flag\_gb: +44 20 8064 0564 {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.replyco.com/main-sections/organizing-and-automatization/tickets/automation-tools.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.