5 Advanced Automation Rules
Automation rules streamline repetitive tasks and improve efficiency by automating common processes.
These rules can be configured in Settings > Automation Rules and tailored to fit your e-commerce operations.
1. Return/Exchange Request Handler
Purpose: Automatically handle return or exchange requests to ensure timely resolution and accurate processing.
- WHEN: A customer starts a new conversation
- IF:
- Message Body contains phrases like “Return request”, “Need to exchange”, etc
- AND Order Created Date < 30 days
- AND Average Order Value > $50 (For high-value orders)
- ACTIONS:
- Assign the ticket to the Returns Specialist Team.
- Add a Private Note with order details and return history for internal reference.
- Tag Conversation with “return-request”
- Add Topic: “Returns” for categorization.
- Notify HTTP Targets to update inventory management systems automatically.
2. Proactive Order Issue Detection
Purpose: Detect delayed orders and proactively address potential customer issues to reduce dissatisfaction.
Configuration:
- WHEN: An agent sends a new message
- IF:
- Order Status = “Delayed”
- AND Order Delivery Date < Current Date
- AND Total Spent > $1000
- ACTIONS:
- Mark the conversation as High Priority.
- Add customer tags “delivery_issue”.
- Add a Private Note with a shipping summary for agent reference.
- Notify HTTP Targets to alert the logistics team.
3. Refund Tracking Automation
Purpose: Automatically track conversations related to refund processing to improve tagging and organization.
Configuration:
- WHEN: An agent sends a message
- IF:
- Message Body contains “refunded, “refund processed”, “refund issued”
- ACTIONS:
- Add the tag “refunded” to the conversation.
4. Bulk Order Business Inquiry
Purpose: Automatically route and prioritize bulk order or wholesale inquiries to the appropriate team for swift handling.
Configuration:
- WHEN: A customer sends a new message
- IF:
- Message Body contains “wholesale”, “bulk order”
- ACTIONS:
- Assign the ticket to the Wholesale Team.
- Tag the conversation with “Bulk-Order”.
- Mark the conversation as High Priority.
5. Payment Issue Resolution
Purpose: Automate the handling of failed payment issues to ensure quick resolution and enhanced customer experience.
- Configuration:
- WHEN: A tag is added
- IF:
- AND Order Payment Status = “Cancelled”
- AND Order Amount > $100
- ACTIONS:
- Mark the conversation as High Priority.
- Assign the ticket to the Payment Support Team.
- Add a Reply with payment troubleshooting steps.
