Lesson info

If you're looking for more advanced autoresponder inspirations, this video will help a lot. We'll explain step-by-step how to create a complex automation you can use to take care of your users outside business hours.

Lesson transcript

Let’s now focus on how to create a more advanced version of an autoresponder. As we already now the simplest version can be built with just two automation modules! But you can adjust the autoresponder to your needs by sending different messages to new anonymous visitors and other to your returning users. You can send autoresponder messages in different languages, depending on the browser language of a user, or personalize the content of those messages for example by adding there users’ names. There are many options here and the possibilities are really limitless! Let’s discuss a few of the ideas then! You can of course create the automation yourself from scratch, but the easiest way to create it is to use our predefined automation template. You can access all our templates by clicking this box on the top left-hand side. I want a simple autoresponder template, here we go, and I’m selecting it. So now we see that is composed of 4 modules. Our automation templates are very useful and fully adjustable so you can often use them as starting point and then adjust the automation to your business needs! In the first module “Incoming message” I need to select the contact type autoresponder will respond to and I’m selecting “Chat” here. In the second field you can specify the time in seconds that must elapse since the user last message to activate the automation. In other words, if you set it to 180 seconds, when a user sends an incoming message, the app will check how much time has elapsed since their previous message to you. If it was more than 180 seconds ago, the automation will be triggered, if less than 180 seconds ago, it won’t. Good practice on using this elapsed time option is related to an automation’s “Timing”. As you already know, while saving an automation, you need to specify “Timing” for it. If you decide your autoresponder should work “each time a condition is met”, set this time to more than 0, for example 180 seconds. Thanks to it, if a user sends many messages one after another (and we all now it’s very popular nowadays!!!), the system won’t send as many autoresponder replies but will only send one. If you however set the automation timing to “Max. once per day”, you can ignore that field and put 0 here, as the reply will be sent only once per day anyway. I’m going for that second option. Then let’s set the delay and I’m setting it to 60 seconds. Thanks to it, the whole automation process has a bit more natural feel from the user’s perspective. This is the time that will pass from triggering the automation so in this case receiving the message from a user, to the next module. In the third module you specify how much back in the past the app checks if any agent has responded. It is very useful as thanks to it you’ll be sure that an autoresponder message is not sent if the reply has already been sent by an agent, for example through a user.com mobile app. Some agents are active even after hours. For this function to work perfectly, it’s important to set the delay in the 2nd module and the time for checking back whether an agent responded, to the same number. So I’m setting them both to 60 seconds. Ok, let’s make a quick recap. So we have the automation trigger “Incoming message” and active for incoming chat messages, the delay set to 60 seconds and the “Agent responded” module set as well to 60 seconds so that the autoresponder won’t work if an agent has quickly responded. And the last next we need is the “Send a chat message” one, where I type in the message that will be sent to users via autoresponder. But before doing that, I’ll add one more module that will be useful here. I mean “Filters”. I want to sent a slightly different autoresponder message to anonymous visitors and to those whose email address I already have. So I’m dragging and dropping “Filters” module and setting condition to “Email” -> “unknown”. When this condition is met, so for all anonymous users, I’ll send one version of the message. Then decide on the conversation to appear as a new thread or in the last active conversation, I’ll go for this second option, now select the message type and author. Now if filtering condition is NOT met, so to all users whose emails I already have, I’ll send the other message. I also need to specify days and time an autoresponder should be active. I if you want it to be active also on weekends all day long, you can add “Time” modules at the beginning. So I’m adding them and specifying details assuming that my working hours are 8am-4pm… I’m Saving the automation and as said setting the Timing to “max. Once per day”… However, using 2 “time” modules to make autorepsondend work on weekends all day long and on weekdays only outside business hours may be a bit tricky. As we use “Once per day” mode the automation will be triggered only once and if someone sneds an incoming message on Friday at 2pm, so during my business hours, and then on the same day at 8pm so outside business hours, the autorepsonder message won’t be sent, as the trigger so “Incoming mesage” has already been activated. The best workaround for this is creating 2 autoresponder versions - one general and one for weekends - exactly like we’ve done in the video on simple autoresponder! The automation is ready. Let’s test it now! It’s already after past 4pm and a new user enters my website. He sends a short chat message, and... we see that our autoresponder works correctly! As I have an email widget prompt active in my chat, it appeared here at first. If an agent doesn’t respond, after 60 seconds also an autoresponder message pops up. Thanks to it, you can gather information about new visitors even when you don’t work at that moment! Then let’s see how it works for users whose emails I already have. And, we see that if there is no response from an agent, the other version of message pops up. Of course a returning customer whose email address you already have, won’t see the email prompt, just the second autoresponder message. Let’s now say I want to modify my autoresponder, and, as my core markets are Latin America and Europe, I want to send messages in 3 language versions - English, Spanish and Portuguese, depending on their browser language. I need to add another “filters” module and if the language condition for Spanish is met (I need to put browser language code here), then I will check whether users are anonymous or with email addresses and send messages in Spanish to them. If their language is not Spanish, I’ll put the next “filters” module and check for Portuguese. If the condition is met, I’ll send messages in Portuguese (so I need to create the same set of modules in portuguese). [PAUSE] And if not - so to all users whose first language is not Spanish nor Portuguese - I’m gonna send messages in English. I need to prepare the third set of modules for English language. Let’s now assume a Spanish-speaking visitor enters my site, with browser language set to Spanish. And now we see, the Spanish message has been sent. Now I’d like to personalize the messages I send to users. Let’s resign from different language versions at the moment and get back to our first autoresponder in English so that it’s easier to follow the example. What I need to do is to modify a message in the “Send a chat message” module for non-anonymous users and in the content use snippet tag for name. You can use a receiver’s first name by selecting it right here! As simple as that! It’s the most straightforward one you can use, but there are many super examples of other snippet tags. You can find some inspiration by going to “Tools” -> “Snippet tags”. So I’m saving and enabling it and, let’s try it out! Assume Amanda Smith enters my website and… after submitting a short message and no response from an agent, she receives a personalized message as autoresponse. There are of course much more options of adjusting autoresponder to your business needs. You can for example send different messages to different client segments. To do it you can use a custom attribute “VIP client” and if it’s true a user will get another message than all non-VIP clients. Possibilities here are limited only by your creativity! So we’ve covered a few examples of advanced autoresponder! Thanks for listening.