We’ve all been there, emailing to a customer and wishing that we could simply create a pre-created response to save typing the email for the 100th time. With V4.0 – you can! I call this “canned” email for the purpose of this post.
With V4, you have two choices, you can set an auto responder or a client email.
So what is the difference?? The easiest way to describe the difference is that a customer email is where you physically click email to email the client in CE and then select one of the canned emails to send. An autoresponder is where you can set a “canned” response to be automatically sent when a client emails in or submits a ticket that matches certain criteria, for example when a client submits a cancellation request you might want to entice them back with a special discount automatically.
Right – let’s go through setting one up ….. System Setup > Support > Email Routing > Autoresponder Template
Scroll to the bottom and then select the type of responder you want, a selectable email response or an autoresponder (as in above picture).
Then create the reply – for this example I’ll pretend it’s a response to a cancellation.
In reality – this could be anything under the sun, as you can apply routing rules to emails, the possibilities are endless.
I’ve changed the above reply to be “customer email”. Now when I select a client and then select “email client” I can choose the reply I just created.
Of course, I could have simply assigned this to a routing rule for cancellations so that it was all automatic, but then then I wouldn’t have been able to show you it in action!