The Multichannel Helpdesk Autoresponder

The 3Dsellers multichannel autoresponder replies to incoming eCommerce messages and emails automatically, keeping your reply-time short and ensuring that your buyers know their messages are received.

Most importantly, you can control when and for which situations Autoresponder replies to your buyers. Create an unlimited number of responders to keep conversations feeling as natural or as "enterprise" as your business needs.


In this article:

  • FAQ

    • What happens if multiple responders are set to send for the same conversation?

    • What is the maximum number of responders that will send for a conversation?

  • FAQ

    • What happens if multiple responders are set to send for the same conversation?

    • What is the maximum number of responders that will send for a conversation?


FAQ

If multiple responders' rules are set to send for the same ticket, what happens?

If two responders' rules are set to send for the same conversation, only the responder with the most sending rule conditions will be sent.

What is the maximum number of responders that will send for a conversation?

For each ticket,

  • an individual auto-responder will only send once per day,

  • but up to three different auto-responders may send per day

To avoid spamming, each auto-responder message may be sent once per conversation, per day—with a maximum of 3 auto-responder messages sent per conversation, per day.


How to create a new Auto Responder

Navigate to Helpdesk → Features → Auto Responders and click the Create Responder button.


Auto Responder Settings

Each autoresponder includes a variety of settings and features to maximize your automated reply system.

The screenshots below display an example autoresponder with rules set to send for

  • new conversations

  • about an item

  • without an associated order.


Name and content

We recommend giving each responder a descriptive name to help simplify managing them later.

  • Click the dynamic fields on the right-hand side of the message content to personalize the text with buyer info and order/item details.


When to send

This section controls the time at which the responder will send a message.

  • Always - Send all the time.

  • Specific Date Range - Send for a duration of time (for vacation and seasonal replies)

  • During Non-Business Hours - Set open hours and send during closed hours only.

  • When message doesn't get a reply - Send if the buyer has not received a reply within a certain number of hours.


Sending rules

Select the Specific Conditions option to create a rule that will only send the responder if certain conditions are met.

  • You can combine as many AND and OR groups in the Conditions as needed to send for a specific situation, message text, subject, items, channels, orders, and more.

  • Pro Tip: Respect the sending rules of other autoresponders and use exclusions to prevent overlap.


Managing Auto Responders

After saving, your responders will be listed in a table on the Auto Responders page.

  • Each row displays the responder's name along with the settings and any conditions.

  • Use the Status and Actions columns to enable or disable the responder, as well as edit, duplicate, or delete it.


FAQ

If multiple responders' rules are set to send for the same ticket, what happens?

If two responders' rules are set to send for the same conversation, only the responder with the most sending rule conditions will be sent.

What is the maximum number of responders that will send for a conversation?

To avoid spamming, each auto-responder message may be sent once per conversation, per day—with a maximum of 3 auto-responder messages sent per conversation, per day.

In other words:

  • Only three auto-responder messages may send per day for each conversation.

  • Each auto-responder message will only send once per day for each conversation.

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