Customer service > Automatic replies
Contents on Automatic replies:
- What are automatic replies
- How is the control panel for automatic replies accessed?
- How to create or edit an automatic reply
- Why does the automatic reply I created not activate when the visitor makes a query?
- Should I put keywords in all fields (1, 2, 3, 4)?
- Why do automatic replies not activate when a visitor makes a query via chat?
How to create or edit an automatic reply
On entering the control panel of automatic replies, a list of all automatic replies created for different operators will be displayed. With the magnifying glass in the upper right, you can search for a specific automatic reply. To create an automatic reply, you must click the +Add button next to the magnifying glass. To edit an existing automatic reply, you must click on the pencil at the end of the row for every reply.
You can put a Title for the reply in this tab. This title is for internal use and will not be visible to the visitors.
You can also assign an Operator. If you select All, the reply will be available to all operators.
In this tab you can edit the content of a predefined answer:
- The subject that will be used when the answer is e-mailed (when used in a chat session, this information will not appear).
- The body of the answer.
- The Attached documents that will be sent automatically every time the answer is used. These attachments must be uploaded to the Livebeep remote library.
Keep in mind that for the answer to be available in other languages, you must enter the subjects and answers in all those languages. To enter the texts in other languages, you must click the T button in the lower-right corner of each text box.
The body of the answer can include variable fields which the system will fill in automatically. For the variables to work correctly, they must be left just the way they are shown when being inserted, including the opening and closing brackets.
Automatic replies are created to be displayed and sent automatically when a visitor leaves an e-mailed enquiry via a Livebeep invitation. The answers are activated by certain keywords in the visitors enquiry, with no need for operator intervention.
When creating an automatic reply, you must select the Domains and the Visitor origin for it to be active (if you don't select any country, the automatic reply will be active for all countries; the same as for regions). You must then identify the Keywords that will trigger the answer: these are the keywords that, when present in the visitor’s enquiry, will result in the answer being displayed. You can define up to four strings of keywords separated by commas. For the answer to be displayed, it is enough that just one of the keywords in each string appears in the visitor’s enquiry. If your answer is multilingual, enter the words in every language.
Warning: In order for the answer to be seen in a specific language, the content of the answer must be entered in that language and the operators must offer help in that language as well. (The operators’ languages may be modified in their own profiles).
In the Test environment you can test the right configuration of the automatic reply entering enquiries similar to those your visitors could make. You can also see which of all your real enquiries would receive that automatic reply.
Each time an automatic reply is displayed to the visitor, the following text will be shown: “The following is an automatic response generated by the system. I will contact you shortly to offer more information.” The visitor will also receive a copy of the information at the e-mail address provided. The operators, on the other hand, will find the visitor’s enquiry as well as the automatic reply in their E-mail panel.
Don’t forget to save the changes made before closing the answer’s configuration menu.