Lesson info

Keep your customers well informed and in the center of your focus, even while out-of-office. From this video you'll learn how to build a customized autoresponder.

Lesson transcript

In this video we’re going to talk about the other way to address communicating with your customers outside the office hours of your support agents. As you already know you can hide the chat widget from your website when there is no support team member available. However, in order to keep your customers well informed and in the center of your focus, you can also set up an autoresponder and inform your visitors when your team will be back! To create an autoresponder, we need to set up a basic automation. So I’m going to Automations and clicking “Create automation”. I’m going to create a simple one, which means that the autoresponder message will be sent to any visitor that starts the conversation in the chat widget outside of my working hours.The most simple autoresponder can be built very quickly and with only 2 automation modules! We will discuss automations and all predefined automation templates in detail in other videos, but one useful information about automation modules is that there are 4 module types available. You can see them all on the right-hand side here - Triggers, Conditions, Chatbot-related and Actions. Light blue modules are always “Triggers”, then orange is always related to “Actions”. And we have the violet module which is the color of “Conditions”. Chatbot modules are always green. So let’s come back to our autoresponder. At first I need to define an automation trigger and in that case it will be “Incoming message” as I want an autoresponder to start after a user sends a message through the chat widget in the first place. 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 input field you can specify the time you want to elapse since the user message to trigger the automation but I’m going to skip it now. The next step is to add the “Send a chat message” module. Here you can type the exact message you want to display to your users. As this will be sent to all users, so new anonymous visitors entering my website and also returning customers, I’m going to go for a neutral message matching all. Then, decide on the conversation to appear as a new thread or in the last active converstation, I’ll go for this second option, as I want a user to have access to conversation’s history in the same thread and also to see my autoresponder message when they come back to my site later. Now, select the message type and author. You can choose any from your agents here. I’m also ticking “Mark as read” as thanks to this, when the autoresponder sends a message after a user already closed the browser window, the app will check whether you have an email address of the user and, if there is one, the autorepsonder message will be sent to a user via email. I’m saving the automation, adding automation name and short description, then you can select “Category” and I’m selecting “Autorepsonders”, which I created earlier. I’ll set “Timing” to “Once per day” so that the message is sent only once per day to a given user and not more frequently. And at the bottom there are two toggles. In this case I’ll activate the first one as I want the automation to be active only from 5pm to 9am the following day. If you want it to work on weekends the entire day, we need to make a small adjustment. I’ll use the automation we’ve just set up to create a separate autoresponder for weekends. I’m duplicating the automation by going to the cog icon and cilcikng “Clone”. I’m naming it “Simple autoresponder - weekends”. In this second automation I’m dragging&dropping the module “Time”, ticking Saturday and Sunday and setting the timing to later than 9am and earlier than 5 pm so that there is no overlap with the first automation. As you see I’ll keep the “Once per day” timing. This autoresponder will be sent on Saturdays and Sundays only. One important thing is to make sure that in the settings you’ve set your default timezone correctly. To check or update it go to Settings -> App settings and then in “Additional” go to “country specific settings”. You can set your default timezone here. And now let’s check how it works! For tests I’ve set up autoresponder to be active after 2pm on weekdays and it’s already close to 3pm so it works. When a user starts a conversation outside office hours, they get autoresponder message. As I have email prompt enabled, we see that a new user receives 2 messages - autoresponder and email prompt. It’s important to adjust the email prompt text in a way that both messages go well with each other. Anyway, it’s a great combination as you can collect emails of new visitors even when you don’t work! When a user which is non-anonymous comes to your website while your agents are out of office, he or she will receive the autoresponder message only, and it will be displayed in the last active conversation thread. And that is how to set a simple autoresponder. Thanks for your time!