Auto-reply Templates

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The Auto-reply templates page is connected to the settings of templates for automatic replies to received feedback. Simply, auto-replies are used to interact with your customers after they leave their feedback. To save time for managers by creating custom replies all the time, a set of automatic responses can be created and conditioned afterwards.

If you need help writing an auto-reply, feel free to inspire yourself with our Auto-reply templates Library.

Let’s navigate you through the Auto-reply templates page now. Starting from the top, you can see the number of created auto-reply templates and groups as the first thing.

The list of all templates (the main table) consists of the following information:

Name: The name usually represents the type of feedback (positive/negative/neutral) and the campaign the template will be used for (call centre, technicians, retail, etc.). If more templates are created, feel free to use the search bar to find the template you need based on its name
Group: Name of the group the auto-reply is part of (empty if no group is assigned)
Language: Number of languages (translations) the auto-reply template is created in
Last edited: Date of the previous edit of the auto-reply template

The option to group auto-reply templates is also available, and you can find more information about Auto-reply groups here.

The list of all groups (the main table) consists of the following information:

Name: The name usually represents the type of feedback (positive/negative/neutral) and campaign the template will be used for (call centre, technicians, retail, etc.). If more groups are created, feel free to use the search bar to find the group you need based on its name
Auto-replies in groups: Number of templates added to the group
Last edited: Date of the previous edit of the group

You can sort both lists based on any of the parameters above.

You can proceed following changes on this page:*

*Find out more about specific settings by clicking the section name.

Creating an auto-reply template

You can start setting up the Auto-reply templates by visiting the “Auto-reply templates” section in Settings and clicking on the “+ Create auto-reply template” button.

A new window pops up, where you name your auto-reply template at first. The name usually represents the campaign the template is connected to (name of the team, structure entity, product, etc.) and the type of feedback (positive/neutral/negative).

From the “Language” dropdown, choose the default language for the template. Press the “Continue” button afterwards. Another window pops up where you put the text of the auto-reply.

If you are not sure how to compose an auto-reply, feel free to inspire yourself with our Auto-reply templates Library.

The name of the auto-reply template is also always visible at the top of the box, so you always know which template you are creating at the moment. And, if you feel like renaming the template while creating it, click on the “context menu (three dots)”, choose the “Rename” option and save the new name.

You can also add more language variations to the new template while creating it. Just click on the “A blocks” icon and choose the “Add new language” option. All available languages pop up, and you can check the boxes for the relevant ones. Use the “Add” option and simply write the translation to the input field. The “A blocks” icon always shows the language you are currently viewing, and you can switch between languages by clicking on its names.

If you already know how Auto-reply groups work, you can even add a template to the group while creating it. You can do so by choosing the “Add to group” option from the “context menu (three dots)”. Simply check the checkbox from the list that pops up for the relevant group and confirm your selection by the “Add” button. And if you don’t know how the Auto-reply groups work, don’t worry and visit this section.

Once all of the above is done, use the option “Save” to save your new template or the option “Cancel” to destroy all settings and start all over again.

Now that we successfully created a new auto-reply template, let’s get it into use by setting up the Auto-reply conditions in the Campaign Preferences.

Duplicating an auto-reply template

If you need to create the same Auto-reply template as one which is already in use, or you need to create a really similar one, feel free to use the “Duplicate” option.  

This can be done in three different ways:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the template you want to duplicate and choosing the “Duplicate” option.

2. By checking the check box placed at the beginning of the row of the template you want to duplicate and choosing the option “Duplicate” from the “Actions” dropdown.  

This option is better when you’d like to duplicate more than one template at once.

3. By clicking on the row where the template is placed and choosing the “Duplicate” option in the “context menu (three dots)” situated in the top right corner.

If you need to make some adjustments to the duplicated templates, visit the section Adjusting an auto-reply template for more info. And now, when we successfully duplicated (and adjusted) the template, let’s get it into use by setting up the Auto-reply.

Adjusting an auto-reply template

When it comes to changes within Auto-reply templates, you can change the following:

This can be done in three different ways:

Name of the template:

By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to adjust and choose the “Rename” option.

Another way is clicking on the row where the template is placed and choosing the “Rename” option in the “context menu (three dots)” situated in the top right corner.

In both cases, a new window appears where you can simply rewrite the original name with a new one. Don’t forget to confirm the rewrite via the “Save” button.

Text of the autoreply template:

By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to adjust and choose the “Edit” option.

Another way is by clicking on the row where the template is placed.

In both cases, a new window appears where you can simply rewrite the original text. Don’t forget to confirm the rewrite via the “Save” button.

Other changes are connected to Auto-reply groups, so feel free to visit this section directly.

Deleting an auto-reply template

Deleting an Auto-reply template is a simple process that can be done in three different ways:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to delete and choosing the “Delete” option.  

2. By checking the check box placed at the beginning of the row of the template that you want to delete and choosing the option “Delete” from the “Actions” dropdown.

💡 This option is better when you’d like to delete more than one template at once.

3. By clicking on the row where the template is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

⚠️ Please note once you delete any template that was used in the currently running campaign, it is also removed from the Auto-reply conditions in the Campaign Preferences. Therefore, no auto-replies will be sent successfully until a new template is added to the Campaign auto-reply conditions.  

Once you delete a template, you won’t be able to restore it. The only option is to Create a new auto-reply template.

Auto-reply template groups

Auto-reply groups are used for grouping the Auto-reply templates connected to one topic (one feedback type) that can be equally distributed afterwards.

Example: We create 3 auto-reply templates for positive feedback and group them into one group named “Positive auto-replies” (then we use this group in auto-reply conditioning). The first positive feedback we will receive will get the first template. The second positive feedback will get the second template, etc. Basically, this grouping helps to distribute a group of templates equally after the specific type of feedback is received.

To create a new group, there needs to be at least one Auto-reply template created.

You can start setting up the Auto-reply group by visiting the “Auto-reply templates” section in Settings and clicking on the “+ Create group” button. A new window pops up, where you name the group first. The name usually represents the campaign the template is connected to (name of the team, structure entity, product, etc.) and the type of feedback (positive/neutral/negative).

Since every group needs at least one template, you can add them by clicking on the “+Add auto-reply” option. A new window pops out where you select relevant templates by checking the checkbox next to their name.

A new window pops out where you select relevant templates by checking the checkbox next to their name. Confirm your selection by using the “Add button” and save your new group.

You can easily check the text of the auto-reply template after you add it to the group by simply clicking on the template name. A new window will pop up where you can even change the auto-reply text and its language variations.

If you need to make any adjustments within a created group, check out the Auto-reply groups adjustments.

Adjusting auto-reply groups

When it comes to changes within Auto-reply groups, you can do the following:

Renaming the group:

By clicking on the row where the group is placed and replacing the original name with a new one in the “Group name” input field.

Don’t forget to confirm the rewrite via the “Save” button.

Deleting the group:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the group that you want to delete and choosing the “Delete” option.

2. By checking the check box placed at the beginning of the row of the group that you want to delete and choosing the option “Delete” from the “Actions” dropdown.
💡 This option is better when you’d like to delete more than one group at once.

3. By clicking on the row where the group is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

⚠️ Please note auto-reply templates used in the group won’t be deleted if you delete the group only.

Moving templates within groups:

By clicking on the row where the group you need to make the changes to is placed. Select the templates you’d like to move by checking the checkbox next to their name and select “Add to another group” in the “Action” dropdown. You’ll be asked to choose a different group (which needs to be created already) while moving the templates.

Adding templates to the group:

You have several options here:

1. By clicking on the row where the group you need to make the changes to is placed and choosing the “+Add auto-reply” option.

2. By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to add and choosing the “Add to group” option.

3. By checking the check box placed at the beginning of the row of the template that you want to add and choosing the option “Add to group” from the “Actions” dropdown.

💡 This option is better when you’d like to add more than one template at once.

4. By clicking on the row where the template is placed and choosing the “Add to group” option in the “context menu (three dots)” situated in the top right corner.

Removing templates from the group:

You have several options here:

1. By clicking on the row where the group you need to make the changes to is placed. Check the checkboxes next to the templates that need to be removed and select the option “Remove selected” from the Action dropdown.

2. By clicking on the row where the group you need to make the changes to is placed and choosing the option “Remove from group” from the “context menu (three dots)” in the row where the template is placed.

3. By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to remove and choosing the “Remove from group” option.

4. By checking the check box placed at the beginning of the row of the template that you want to remove and choosing the option “Remove from group” from the “Actions” dropdown.

💡 This option is better when you’d like to remove more than one template at once.

5. By clicking on the row where the template is placed and choosing the “Remove from group” option in the “context menu (three dots)” situated in the top right corner.

You’ll always be asked if you are sure about this action, and after your confirmation, the template(s) will be removed successfully.