Create templates for eDesk to use when autoresponding to your customers outside office hours or during holidays.

  Before you start

  • You’ll need an Admin or Team Leader login to eDesk to view, edit and create Templates.


eDesk uses 2 kinds of template to autorespond to the customer messages that arrive during a predefined time period:

1. eDesk automatically responds with an Out Of Office (OOO) template for customer messages that arrive during a one-off date and time period. For example, you can let customers know that your office is closed during a holiday period.

2. eDesk automatically responds with an Autoreply template for customer messages that arrive during a recurring time period. For example, you can let customers know that your office is closed between 8pm and 8am on Mondays to Fridays, and between 10pm and 8am every Saturday and Sunday.

Creating Autoreply or OOO templates

  1. To create a new Autoreply (or OOO) template from scratch, go to Settings > Smart Tools > Templates, click + Add Template (1) and select Autoreplies (or Out Of Office) from the menu.

    Click Add Template

    Pro-tip: You can also create a new template from a copy of an existing template by selecting the ellipsis at the top (2) or the ellipsis in a row (3).  

  2. In the Template section, enter a unique name for the template.

    Note: Template Type isn’t used for Autoreply or OOO templates, so you can leave it unchanged.

  3. Click the Active Template checkbox to make the template active and therefore available for use. Inactive Out Of Office or Autoreply templates are not sent to customers by eDesk.

  4. In the Message and Language section, select the language and enter text, images and hyperlinks into the Message field. See here for instructions on language, use of snippets etc.

    Note: You don’t need to populate the Subject field for Autoreply or OOO templates.

    Pro-tip: Within the message body, we recommend that you don't use phrases such as: "We are currently out of the office" or "Our office hours are....." Instead, use generic phrases such as "We have received your message and will be in touch." This approach protects your SLA in marketplaces that use auto-reply detectors to discourage automated responses, which look for these key phrases and may not approve the message as a valid response to reset the SLA.

  5. Click the Attach Invoice checkbox to automatically attach the customer’s invoice to the autoresponse.

  6. Optionally, complete the fields in the Usage Conditions section. See here for a description of each field.  You can use these fields to tell eDesk to respond with this template only for tickets that match these fields, e.g., tickets for a particular marketplace.

  7. Now that you have completed the General settings, you can set up the time periods for which eDesk will autorespond to customers with this template.  

    • For Autoreplies, click the Autoreplies tab (4) and in the Date & Time Conditions section, click + Add weekly time restriction.

      Autoreplies tab and fields

      Set a day period by selecting the start and end days from the menu (5), and set a start and finish time by clicking the time fields (6) and then dragging the sliders (7) horizontally to select the Hour and Minute.  For example, Monday 6pm till Tuesday 8am.

      Click + Add weekly time restriction to add another day/time period for Autoreplies. 

       
    • For Out Of Office, click the Out Of Office tab (8) and in the Date & Time Conditions - One-off section, click + Add date range.

      Out Of Office tab and fields

      Set a date range by clicking the date fields (9) and selecting a start and end date from the calendars (11).  Set a start/finish time for the dates by clicking the time fields (10) and then dragging the sliders horizontally to select the Hour and Minute.  For example, Active between December 24 at 9pm to December 26 at 8am. 

      Click + Add date range to add another date range for OOO autoresponses. 

       
  8. In the Autoresponder Options section:

    Delay
    If you want your autoresponse to look like a human response, you can tell eDesk to delay sending this template for x minutes.

    Pro-tip: You can use this to prevent Amazon from detecting your message as an auto-response.

    • Set a minimum delay for autoresponses. For example, if you set a minimum delay of 1, the eDesk will send the autoresponse 1 minute after receiving the customer’s message. If you don’t set a minimum delay, eDesk will autorespond immediately upon receipt of a message.

    • Optionally, if you want eDesk to send the autoresponse at a random time, you can also configure the maximum delay field. In this case, if you set a minimum delay of 1 and a maximum delay of 4, then eDesk will autorespond with this template between 1 and 4 minutes after it received the message.

    Frequency
    Set Frequency if you want to prevent eDesk from autoresponding with the same template to every message about the same ticket. For OOO or Autoreply templates, it is common practice to select Autoreply every single incoming message but you can also select a frequency, for example, once every 6 hours.

    Exclude
    If you want to tell eDesk NOT to autorespond with this template to messages from certain email addresses, enter them into the Exclude field, for example: clodagh@xsellco.com, laura@xsellco.com. You can also exclude all email addresses from a certain domain by entering *@domain.com, for example, *@xsellco.com

    Include the channel signature
    Tick this if you want to include the signature for the channel in the template.

  9. In the Misc section, you can instruct eDesk to change the status of the message to Waiting or Closed once it has autoresponded, or not to change the status at all. This does not change the status on the marketplace; once the template is sent, the marketplace status will update as normal.

    Note: The AI Settings tab is not applicable to OOO or Autoreply templates - you can ignore it.

  10. Finally, click Create Template to save the new template.
    All done! The new template is added to the list in Settings > Smart Tools > Templates,  and will be sent by eDesk during the specified day/date/time periods (step 7) for tickets that match the Usage Conditions (step 6).

What’s next?

Click here to find out how to use Date & Time conditions with Rules to take templates to the next level and make the most of eDesk's automation.