Preferences

Preferences are part of the main navigation in each Campaign.

Using this option, you can easily set the conditions under which an auto-reply will be sent as a Feedback Reply.

⚠️ Please note: To set auto-reply conditions, you first need to create Auto-reply Templates.

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Auto-reply Conditions

Before you start working with auto-reply conditions, make sure you’ve created at least one Auto-Reply Template.

At the top of the page, you’ll see a list of existing auto-reply conditions.
This main table includes the following information:
Name: Typically reflects the type of feedback (positive/negative/neutral). Use the search bar to quickly find a specific condition by name.
Template: The name of the auto-reply template assigned to the condition.
Priority: If multiple conditions are set up, you can prevent overlaps by assigning priorities. The condition with the highest priority is triggered first, overriding the others.
Last edited: The date when the condition was last modified

You can perform the following actions on this page:*

1. Create a new auto-reply condition
2. Adjust an existing auto-reply condition
3. Duplicate an existing auto-reply condition
4. Activate/Pause an existing auto-reply condition
5. Delete an existing auto-reply condition

*Click on a section name to learn more about each action.

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Creating a new auto-reply condition

To create a new condition, click the “+ Create Auto-Reply” button.

A setup window will open where you can complete the following fields:

Name: Typically reflects the type of feedback (positive/negative/neutral).
Template: Select a specific auto-reply template or a group of templates from the dropdown.
⚠️ Note: A specific template sends one fixed reply, while a group sends randomised replies from the selected templates.
Designated manager: Choose a user profile that will send the reply.
⚠️ Note: The selected profile must have access to the structure where the feedback was received. For example, only Call Centre managers can send replies to Call Centre feedback.
Send also template content: When enabled, the auto-reply message is shown directly in the customer’s email or SMS notification (HTML only). If unchecked, the reply is accessible via the “Read Response” CTA. Check out the preview below:
PICTURE**
Interval: Choose from the following options—immediately, exact interval, random delay, or a specific time. The recommendation is to use “Exact internal” and choose a period of 2 hours to make the auto-reply distribution as natural as possible.
Send only on workdays: When checked, auto-replies will be sent only from Monday to Friday. Feedback received over the weekend will be answered on Monday.
Send only during business hours: When checked, auto-replies will be sent only during the set business hours (business hours can be customised, ask our [email protected] for help).
Allow customer to reply: When checked, the customer (who left the feedback) will be able to reply to the auto-reply received. In this case, the designated manager will be notified via email. This is what a notification to the designated manager looks like: *PICTURE**

Reply conditions: Conditions can be built based on:

• Question results (send reply only to those who are promoters, i.e. chose 9 or 10 value in the NPS question)
• Flow (send reply only to those who filled in the survey “Call Centre”)
• Legal Structure (send reply only to those who left feedback on “Call Centre Team”)
• Category = Position (send reply only to those who left feedback on “Call Centre Agent”)
• Feedback source (send reply only to those who left spontaneous feedback)
• Distribution channel (send reply only to those who left feedback through SMS)
• Interaction source/Interaction reason/Interaction attribute/Customer attribute (send reply only to those who left feedback based on a custom attribute, for example, with order value above € 90)

Thanks to the “+And” and “+Or” options, you can combine multiple conditions based on your needs.

Once you have completed the above, you can save your new condition using the “Save” option or the “Cancel” option to delete all settings and start over. To activate the condition right during its creation, click on the “Save and Activate” button.

Here’s an example of an auto-reply condition based on which we’ll send an auto-reply only to those who left feedback on the Call Centre, with CSAT question value equal to 4 or 5 stars, that is part of the DEMO flow. PICTURE

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Duplicating an autoreply condition

If you need to create a similar auto-reply condition as one already in use, feel free to use the “Duplicate” option.
There are two ways to do this:

1. Click on the “context menu (three dots)” at the end of the row of the condition you want to duplicate and choose the “Duplicate” option.
2. Check the check box at the beginning of the row of the condition you want to duplicate and choose “Duplicate” from the “Actions” dropdown.
   💡 This option is better when you want to duplicate more than one condition simultaneously.

The duplicated condition is now ready for necessary adjustments.

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Adjusting an autoreply condition

There are two ways to do this:

1. Click on the “context menu (three dots)” at the end of the row of the condition you want to adjust and choose the “Edit” option.
2. Click on the row where the condition is placed.

In both cases, a new window appears where you can start with adjustments within every input field, whether it is the name of the condition, templates used in it, interval, or any other detail.

Once you are done with the adjustments, remember to confirm any rewrites via the “Save” button.

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Activating/Pausing an autoreply condition

If you need to activate or pause a condition (for example, you want to stop sending specific replies for some time, but will get back to sending them soon), feel free to use the “Activate” or “Pause” option.
There are two ways to do this:

1. Click on the “context menu (three dots)” placed at the end of the row of the condition you want to activate/pause and choose the “Activate/Pause” option.
2. Check the check box at the beginning of the row of the condition you want to activate/pause and choose “Activate/Pause” from the “Actions” dropdown.
   This option is better when you want to activate/pause more than one condition simultaneously.
3. Click on the row where the condition is placed. A new window appears where you can switch between the “Active/Paused” options. in this case, don’t forget to confirm the status via the “Save” button.

This action is immediate, meaning that the next feedback received will get a specific reply in case of activation, or won’t receive a reply in case of pausing the conditions.

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Deleting an autoreply condition

Deleting an auto-reply condition is a simple process that can be done in two ways:

1. Click on the “context menu (three dots)” placed at the end of the row of the condition that you want to delete and choose the “Delete” option.
2. Check the check box placed at the beginning of the row of the condition that you want to delete and choose the “Delete” option from the “Actions” dropdown.
   This option is better when you want to delete more than one condition simultaneously.

Deleting an autoreply condition won’t delete the specific auto-reply used in it.
⚠️ Once you delete a condition, you won’t be able to restore it. The only option is to create a new auto-reply condition.