A 3Dsellers Helpdesk auto responder replies to your eBay buyers' messages for you. You choose when it sends: always, between two dates, outside your business hours, or when a message still has no reply after a set number of hours.
Create one in Helpdesk → Settings → Auto Responders, then click Save & Activate to switch it on.
⚠️ A new 3Dsellers Helpdesk auto responder saved with Save is switched off, so it is not active yet. Click Save & Activate, or turn the responder on later with its switch in the Status column of the Auto Responders list.
In this article:
Where do I find Auto Responders in 3Dsellers Helpdesk?
The Auto Responders page of 3Dsellers Helpdesk lists your auto responders and lets you create, switch on and edit them.
Open Helpdesk, open the Settings group in the left menu and click Auto Responders.
Click Create Responder to write your own responder.
Or click Use Pre-made Template to start from a ready-made one.
The table has the columns Responder Name, When to send?, Repeat Option, Targeting, Status and Actions.
Status is a switch that turns a responder on or off. It saves as soon as you click it.
Actions offers Edit, Duplicate and Delete. Delete asks you to confirm.
How do I write the message of an auto responder?
On the Auto Responders page, click Create Responder. The editor of the 3Dsellers Helpdesk auto responder opens with the heading Create new rule and holds the name and the message of the responder.
Type a name in Responder name:. The name is required and appears in the list.
Type your reply in Message. The counter in the corner, such as 0 / 2000, shows how much of the 2000-character limit you have used.
To add buyer, order or item details, click a name in the Dynamic fields: list, such as Buyer Name, Order ID, Tracking Number or Store Name. 3Dsellers fills in the details from the buyer or order.
Need wording ideas? Click Get Free Message Templates under the Message box.
How do I choose when an auto responder sends, and save it?
The lower half of the 3Dsellers Helpdesk auto responder editor decides when and for which messages the responder sends, and holds the save buttons.
Under When to send?, pick Always, Specific Dates Range, During Non-Business hours or When message doesnt get a reply within [1] Hrs. The next sections explain each option.
Under Reply To:, choose All messages or Specific conditions.
Click Save & Activate to save the responder and switch it on.
Or click Save to store the responder switched off. Click Cancel to leave the editor.
The open tooltip belongs to Reply to every incoming message, explained below. A new 3Dsellers Helpdesk auto responder starts with Always and All messages selected, both Rule Exceptions boxes unticked, and the responder switched off.
What do the Rule Exceptions boxes do?
Two boxes under Rule Exceptions: change how a 3Dsellers Helpdesk auto responder works alongside other responders and earlier replies.
Use with Other Active Auto-responders says: Activate this option to let this autoresponder work alongside others, even if they've already responded in the last 24 hours.
Reply to every incoming message says: By default this autoresponder replies only once per conversation. Activate this option to reply to every incoming buyer message, even if a conversation has already received an auto reply.
How do I send an auto reply only outside my business hours?
Choose During Non-Business hours when you want a 3Dsellers Helpdesk auto responder to reply only outside the hours you work.
In the responder editor, under When to send?, click During Non-Business hours. A Business hours block appears with one row per day, starting with Sunday.
Click the switch on each day you work so it reads Working. Leave Not working on the days you are away.
On a Working day, set From: and To:. On a Not working day those boxes are greyed out.
Check each row's hint: Auto reply sent outside 08:00 - 17:00 (with your own times) for a Working day, or Auto reply sent all day for a Not working day.
Click Save & Activate.
The text in the Business hours block says 3Dsellers replies to customers only outside the hours you set, and all day long on the days you leave turned off.
⭐ A new 3Dsellers Helpdesk auto responder starts with every day on Not working. Switch on your working days before you save. The Business hours block is part of each responder, so set it on every responder that uses During Non-Business hours.
How do I send an auto reply only when nobody has answered yet?
The wait option applies a 3Dsellers Helpdesk auto responder when a buyer's message does not get a reply within a number of hours you set.
In the responder editor, under When to send?, click When message doesnt get a reply within.
Type the number of hours in the box before Hrs. The box starts at 1.
Click Save & Activate.
3Dsellers counts the wait from the buyer's message and checks the conversation again when the wait ends, including whether a teammate has already replied. The pre-made We received your message template describes a 5-hour wait.
How do I send an auto responder only on certain dates?
Choose Specific Dates Range under When to send? when a 3Dsellers Helpdesk auto responder should answer only between two dates, such as a vacation. Pick the Start on and Ends on dates. The pre-made Vacation and Out of the office - Specific Dates templates both describe replying within a date range.
How do I make an auto responder reply only to certain messages?
Choose Specific conditions under Reply To: to make a 3Dsellers Helpdesk auto responder reply only to messages that match rules you build in the Conditions: area that appears. All messages is the default and shows no Conditions: area.
Click the When: drop-down and pick what to check, for example Last Message Content or Subject.
Pick an operator such as contains and type the text to look for.
Click +Add new condition for another check in the same group, or + Add new condition group for an alternative. Click Delete group to remove a group.
Every condition inside one group must match. A message qualifies when any one group matches, so groups work as OR.
Filter group | Filters in the When: drop-down |
Message Contents | From Name, From Email, From Username, Subject, Last Message Content, Buyer Reply, Seller Reply |
Ticket Data | Ticket Type, Ticket Status, First Message Date, Last Message Date, Tags |
Account & Team | Channel, Account Name, Assigned to |
Order Details | Order ID, Order status, Order date, Shipping date, State / Province, Country, Phone, Total orders from buyer |
Item Details | Item ID, Item Title, SKU |
Text filters offer contains, does not contain, equals, not equals to, starts with, has value and is empty. Conditions match the words you type, so add each phrase your buyers use. The pre-made Where is my order template has three groups checking Last Message Content contains: where is my order, where is my item and did you ship.
Where do I find the Add delay for auto responders setting?
3Dsellers Helpdesk Settings has an option named Add delay for auto responders:. It sits in Replies Settings, not in the responder editor.
Open Helpdesk, open the Settings group in the left menu and click Settings.
On the General tab, find Replies Settings. The drop-down under Add delay for auto responders: reads Select when no value has been chosen.
The drop-down offers No delay, 1, 2, 3, 5, 10 or 30 minutes, 1 to 10 hours, or 24 hours. Choose a value.
Click Save Settings at the bottom of the page to save your changes.
The info icon next to the drop-down says: After clicking "Send," this will postpone delivering your response to tickets.
Which pre-made auto responder templates can I use?
3Dsellers includes five pre-made templates for the 3Dsellers Helpdesk auto responder.
On the Auto Responders page, click Use Pre-made Template. The Use Pre-made Email Templates dialog opens.
Read each card and click Select under the template you want.
3Dsellers opens the responder editor with that template filled in. Check the wording and When to send?, then save the responder as described above.
Template | What it does |
Where is my order | Replies with the carrier and tracking number when a message includes Where is my order |
Out of the office - Specific Dates | Replies to messages within your date range, with your return date and a phone number for emergencies |
Out of the office - Weekends | Replies with your operating hours. It opens with Monday to Friday on Working from 08:00 to 17:00 and the weekend on Not working. Its message says 8 am to 5 pm PST |
Vacation | Replies to messages within your date range with the date you are away and who to contact |
We received your message | Replies when a response has not been received within 5 hours |
Troubleshooting
My auto responder is saved but nothing sends
A new 3Dsellers Helpdesk auto responder saved with Save is switched off, so it is not active yet. Open Helpdesk → Settings → Auto Responders and click the switch in the Status column. If it is already on, check When to send? and the Reply To: conditions.
My auto responder replied once and then stopped
By default a 3Dsellers Helpdesk auto responder replies only once per conversation. Edit the responder, tick Reply to every incoming message under Rule Exceptions and click Save & Activate.
My auto responder sends all day on a day I am working
In the Business hours block of a 3Dsellers Helpdesk auto responder, a day set to Not working gets the auto reply all day. Click the switch so the day reads Working, set From: and To:, and save the responder.
My conditions seem to be ignored
A 3Dsellers Helpdesk auto responder sends when any one condition group matches. A group without your Ticket Status condition, for example Ticket Status is not Resolved, also matches the tickets you meant to leave out. Add the same condition to every group.
I cannot see Auto Responders in the Settings group
Your 3Dsellers teammate login may lack permission to use Auto Responders. Ask the person who manages your 3Dsellers team to check it.
FAQ
Does Save turn on a 3Dsellers auto responder?
No - a new 3Dsellers Helpdesk auto responder saved with Save is switched off, so it is not active yet. Click Save & Activate, or switch it on in the Status column of the Auto Responders list.
Can a 3Dsellers auto responder reply to every incoming message in a conversation?
Yes - a 3Dsellers Helpdesk auto responder can reply to every incoming message in a conversation when you tick Reply to every incoming message under Rule Exceptions. Without it, the responder replies only once per conversation.
What does Not working mean in the Business hours of a 3Dsellers auto responder?
Not working means you are away that day. With During Non-Business hours chosen, the 3Dsellers auto responder replies all day on a Not working day, and the row's hint reads Auto reply sent all day.
Can I make a 3Dsellers auto responder match more than one wording of a buyer's question?
Yes - a 3Dsellers Helpdesk auto responder can match several wordings if you add a condition group for each one. A message qualifies when any one group matches, and each condition checks the text you type.
What is the Add delay for auto responders setting in 3Dsellers Helpdesk?
It is an option in Replies Settings on the General tab of 3Dsellers Helpdesk Settings, not on one responder. Its info icon says: After clicking "Send," this will postpone delivering your response to tickets.
Can I have more than one auto responder in 3Dsellers Helpdesk?
Yes - you can have more than one 3Dsellers Helpdesk auto responder. Click Create Responder, Use Pre-made Template or Duplicate for each one. Each responder has its own When to send? and Reply To: settings.