Hot on the heels of scheduled actions, we have a helpful little complement to it: automatic responses!
Being able to schedule future actions is great, but customers want to know what's going on in the moment — wouldn't it be equally great if you could automatically let a customer know that their message was received and is in the queue? Or that the issue they reported has been fixed?
It would, and that's exactly what our new switch action does:
{
"version": "2023-03-06",
"events": {
"conversation.created": {
"actions": [
{
"name": "Send acknowledgement reply",
"uses": "autoreply",
"with": {
"text_content": "Oh hello there! We received your message and will get back to you soon. :)",
"visibility": "public"
}
}
]
}
}
}
Since switches using autoreply can generate responses to any message or conversation event, you can even trigger an autoreply with a specific label. Here, any conversation labeled fixed will be closed, and the customer on the other end will receive a message letting them know, which is useful if you need to bulk reply to many customers at once:
{
"version": "2023-03-06",
"events": {
"conversation.labeled": {
"conditions": {
"if": "{% data.yetto.conversation.labels | where: 'name', 'fixed' %}"
},
"actions": [
{
"name": "Let the people know",
"uses": "autoreply",
"with": {
"close_conversation": true,
"text_content": "Just letting you know that this has been fixed!",
"visibility": "public"
}
}
]
}
}
}
And of course, autoreply actions also work with scheduled actions, so you can do things like keep customers updated on the progress of their ticket:
{
"version": "2023-03-06",
"events": {
"message.created": {
"scheduled": [
{
"after": "30 minutes",
"conditions": {
"if": "{% data.yetto.message.is_awaiting_response %}",
},
"actions": [
{
"name": "Set needs-response label",
"uses": "apply_labels",
"add": [
"needs-response"
]
}
]
},
{
"after": "1 day",
"conditions": {
"if": "{% data.yetto.message.is_awaiting_response %}",
},
"actions": [
{
"name": "Let user know we're on it",
"uses": "autoreply",
"with": {
"text_content": "Please stay on the line. An operator will be with you shortly.",
"visibility": "public"
}
}
]
}
]
}
}
}
Autoreply also makes life easier with your coworkers -— it can create internal messages as well. Very soon, you'll be able to have summaries of conversations generated, and have those posted as internal comments. Or, you can collect your own internal data from a comment, by hooking up a switch to a webhook.
Yetto is all about making the difficult tasks easy; check out our documentation to learn more about creating switches that automatically send replies. And if you want to start responding to customers more easily, sign up for Yetto's open beta!
Garen Torikian