If you want to set up a Walmart, Back Market, eBay or Amazon autoresponder for Gorgias, you’re in luck! All you need to do is connect your marketplace accounts to Gorgias with ChannelReply. After that, regular Gorgias rules will work perfectly as autoresponders.
These auto-replies even count toward Amazon’s response time SLA. You can start your free trial here if you don’t already have an account.
While your autoreply will appear in Gorgias immediately, the ChannelReply autoresponder system only delivers messages once every half-hour. As soon as the autoresponder fires, an internal note will appear inside your Gorgias ticket with the estimated delivery time. You will not see the autoreply in your marketplace replies in the meantime.
A second internal note will appear on your ticket as soon as ChannelReply completes delivery of the message. Your autoreply should then appear immediately in the conversation on the marketplace. (Back Market may have an additional 5-minute delay between the time of delivery and the time the message appears in Back Market.)
You can safely answer your messages at any time. If an agent sends a response before the auto-reply appears in Gorgias, ChannelReply cancels the auto-reply. The agent’s response is delivered to the customer immediately instead.
Different marketplaces have different rules. So, you may not want to use one autoresponder for all your messages! You can easily choose which marketplaces to target by setting up ChannelReply tags.
ChannelReply lets you create a unique tag for every Amazon, eBay, Back Market or Walmart store you connect to Gorgias. It even lets you set individual tags for different Amazon marketplaces on the same account!
Once you give an account a tag, it will appear on every message from that account.
By using your ChannelReply tags in your Gorgias rules, you can make sure the right message goes to the right customer. We recommend setting them up before you create your autoresponder.
In Gorgias, choose “Settings” in the main menu in the upper left, then “Rules.” Click “Create new rule.”
Give the rule a name that’s descriptive and easy to remember, like “Amazon Autoresponder.” Leave the default condition “WHEN | TICKET CREATED.” Then add the following conditions:
IF | ticket tags | CONTAINS ONE OF | (Your ChannelReply tags)
THEN | REPLY TO CUSTOMER
If you’re having trouble finding these conditions in all the dropdown menus, see Gorgias’s handy diagram here.
Next, write your message in the Body field. Then click “Create rule.”
Your autoresponder will immediately begin replying to the first message in every new ticket.
Simply find your autoresponder in your list of Gorgias rules. Then click the “Duplicate rule” button on the right (the small copy icon).
Update the rule’s name, change the tags as desired, and make any needed edits to the message.
Finally, scroll down and click “Update rule.”
Now your second autoresponder is in action! You can create as many rules as you want this way.
That’s all there is to building a Walmart, Back Market, eBay or Amazon autoresponder in Gorgias! Note that our team is testing advanced options like auto-replying to every message instead of only the first one in each ticket. As soon as we know everything works flawlessly, we’ll add those options to this article.
Stuck? Have questions or requests? Just contact us and we’ll be back in touch ASAP.