Automation Tools

Process your tickets much faster by delegating the day-do-day routine to our system. Focus on things that really matter.

Rules

Assign users, labels or put your Linnworks orders on Hold automatically with our flexible rules system.

Access Rights needed: Tools => Automation (View & Edit)

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.

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.

Templates

Tired of sending the same text again and again? Bin that! Just create templates that will save you hours of typing each day.

Access Rights needed for creation and editing: Tools => Automation (View & Edit)

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.

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.

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:

Please feel free to use #tags# that pull a piece of relevant information automatically depending on Order Details, Customer Details & Replyco User Details.

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.

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:

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:

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.

Access Rights needed: Tools => Automation (View & Edit)

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:

Please feel free to use #tags# that pull a piece of relevant information automatically depending on Order Details, Customer Details & Replyco User Details.

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.

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 itโ€™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.

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. Thatโ€™s why weโ€™re so excited to introduce Feedback Requests to you.

  • 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.

Access Rights needed: Main => Admin (View & Edit)

Access Rights needed: Main => Feedback (View & Edit)

Access Rights needed: Tools => Automation (View & Edit)

Hereโ€™s how it works.

Step 1: Create a feedback rule

Using the Amazon โ€œRequest a Reviewโ€ 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.

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.

You may cancel a pending Feedback Request or send it right away.

Still have questions?

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 (lower right of the App)

Email: help@replyco.com

Phone: US๐Ÿ‡บ๐Ÿ‡ธ +1 407-588-2574 | UK๐Ÿ‡ฌ๐Ÿ‡ง +44 20 8064 0564

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