eDesk allows you to automate your templates using Auto replies based on day and time restrictions and also using Rule conditions

01 Directions

  • Select your avatar in the right-hand corner
  • Go to: Settings → Smart tools → Templates → + Add Message Template
  • Select either Auto Replies or Rule only

02 Basic Settings

  • First, you will need to create the message and apply any restrictions
  • For a guide on the basic template set up, click here

03 Auto Replies

This option allows you to set recurring days and times for a message to send 
For example, send the template each day, outside of office hours

301 Date & Time Conditions

  • Active between
    Select the days and times you wish the template to send
    Example
    Monday 5pm to Tuesday 9am
    Tuesday 5pm to Wednesday 9am
    Wednesday 5pm to Thursday 9am
    Thursday 5pm to Friday 9am
    Friday 5pm to Monday 9am

302 Autoresponder Options

  • Delay
    Choose the time delay between receiving the message and sending a response
    A time delay makes an auto-response look more like a human response
    This is particularly useful to prevent Amazon from detecting your message as an auto-response
  • Frequency
    Choose how often this template is sent to the same ticket
  • Exclude
    Exclude certain email addresses from receiving the autoresponder
    You can exclude an entire domain with a wildcard by inserting *@domain.com

303 Autoresponder Options

  • Misc
    Choose the status to set inside eDesk when the template is sent
    This does not affect the status on the marketplace
    Once a message is sent, the marketplace status will update as normal

04 Rule Only

This option allows you to set even more conditions to trigger the template

  • Once the template has been created, you can set the time conditions for when to send the template (weekly time restrictions or a date range)
  • Create the rule settings as shown in our guide here
  • Then bind the template to the rule using the 'Bind an Autoresponder' option in the rule setting

401 Date & Time Conditions

You can set a weekly time restriction or a one off date range - you cannot set both

  • Weekly time restriction
    Select the days and times you wish the template to send
    Example
    Monday 5pm to Tuesday 9am
    Tuesday 5pm to Wednesday 9am
    Wednesday 5pm to Thursday 9am
    Thursday 5pm to Friday 9am

  • Date range
    Set a specific from and to date 

402 Autoresponder Options

  • Delay
    Choose the time delay between receiving the message and sending a response
    A time delay makes an auto-response look more like a human response
    This is particularly useful to prevent Amazon from detecting your message as an auto-response
  • Frequency
    Choose how often this template is sent to the same ticket
  • Exclude
    Exclude certain email addresses from receiving the autoresponder
    You can exclude an entire domain with a wildcard by inserting *@domain.com

403 Autoresponder Options

  • Misc
    Choose the status to set inside eDesk when the template is sent
    This does not affect the status on the marketplace
    Once a message is sent, the marketplace status will update as normal