Auto-Response and Auto-Resolve Automation

TABLE OF CONTENTS

• Where to Find Auto-Response and Auto-Resolve Automation
• Rules Library
• Create New Rule
• Add New Response
• Edit and Delete Response

Auto-Response is a tool to send out pre-made replies to your customers. 

• Using auto-response is a great way to quickly reply to customers.
  
  
• You can set it up on platforms like Facebook, Google reviews, Momos Surveys, and Forms using predetermined rules.
  
  
• You need to have Admin Level permissions to use Auto-Response and Auto-Resolve Automation. You can learn more about Permission Levels here:
  
  
• Additionally, you have the flexibility to customize the timing of auto-responses after receiving a review. Plus, it picks randomly from your pre-made messages for each rule.
  
  
• To sound more human and avoid seeming too robotic, it's best to have more than three messages for each rule!

Where to Find Auto-Response and Auto-Resolve Automation?

On the left side bar menu, click on Tools > Automation.

Rules Library

Click on Review Rules under Auto-Response and Resolve Automation and you will be taken to the rules library.

You can also switch to auto-responses for Surveys, Forms and Direct Messaging at the top of the library.

You can deactivate a rule by toggling on the status. It will bring the rule at the bottom of the library. You may toggle it again to reactivate the rule.

You can edit and delete a rule under actions. The pencil icon to edit and the trash can icon to delete.

Create New Rule:

To create a new rule, click "Add New Rule" at the upper right.

Rule Type:

In Rule Type, you can select to let it be only Auto Response only, Auto Resolve only or both! Auto-Resolve will automatically resolve the message in Inbox. If you have selected both, the rule will auto respond to the message first then resolve it after.

Trigger Delay:

To ensure your response doesn't appear automated, you can set a trigger delay. This delay allows the auto-response to be sent a little later after receiving a review.

Ratings:

You can select which number of star ratings the auto response will work for. You can select a range (1-3 stars) or you can select a single star review  (just for 3 star ratings for example)

Review Type:

You can select what kind of reviews the auto response will work for. If you prefer reviews that have text or none.Select Brand:

If you have several brands, you can select only one brand per rule.

Select Location:

Choose which outlet, you would like the rule to be set for.

Select Platform or Form:

You can select more than one platform per rule.

For Forms, you select which Form the rule will be for.

For Forms Only: 

In Forms auto-response, you can select the inquiry type

When you're happy with your rule configurations, you may click "Add and Save in Library"

Now that you added your rule, you can now start drafting and saving messages.

Add New Responses:

Go to the rule you like to add a response to. Under actions, click the "V" icon and click "Add New Response"

In the text box, you can type or paste your response, you can further personalize the response by including the reviewer's name. Just click below the text box if you like to include the reviewer's full name, first or last name. A preview of the response with a name is shown:

When you're happy with your response, you may click "Add and Save in Library"

Edit and Delete Response:

To edit, click on the pencil icon on the response message.

To delete, click on the trash can icon.