If a customer receives an incomplete order, or has products missing from the order, they will create a support ticket. Responding fast helps your customers feel assured that you will handle this issue. Automating the initial response can be a quick way to get back to your customer.
Follow the steps mentioned below:
- Go to [Automation Rules] from the Settings menu and click [+New Rule].
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60d1d78869f81a775ce86cd8_o8V6ihyWOfmvO8TI2H2FgRiS3gKsC9CyM8lPF3jYyriOGqaaaPedRjM7Tc_zpShjSDv5l-N98G_C3-qwfJ-p6q4wp0afItwhQ1_xkq6BfbHM2KwPfoPG5U5o7nNASx6x2KtTIenI.png)
- Next, enter the name of the rule and switch the rule on.
- Under “When”, select the channels that you want the rule to be active on.
- And now choose if you want the rule to be activated on creation of a new ticket, on receiving a new message in an existing ticket, or both.
- Select the conditions when the automation should run. In our case, we’ll use the “Email Subject” > “Contains any of” > not received,missing,didn't receive,did not receive,didn't get,did not get
- You can go a step further and add another condition to check for the words within the Message Body.
- Under THEN, select [Auto Reply] and create the reply that you wish to send out to your customer. Here’s an example:
![](https://cdn.prod.website-files.com/5f68a65d0932e3546d41cc61/60e7510e4793a80e9336d0bc_tuEg8E94-psp1HnpFpxQ8ppo_IjtGbyZsueUkYeLK_LTwu7fNYLZ7pyBn9W-0MrM-J1xsyvJQrwdzvE6m-bb_TT8ZNhyjFHOQUvNnnPD3KlfLZahD8KYpTBfmTaeTe2-FkiicHHw.png)
8. Once you’re done, click [Save Rule]