We'd like to incorporate an autoresponder for WhatsApp so that we can set up different responses according to the ticket's creation time

4 Comentários

  • Beau P.
    Zendesk Customer Care

    Hello Lucia,

    Setting a response in this manner would be possible using triggers and business hours schedules, additional details on the latter here: https://support.zendesk.com/hc/en-us/articles/203662206-Setting-your-schedule-with-business-hours-and-holidays

    Essentially what you'd be doing is setting your schedules and then creating a trigger that looks for the channel of creation, in this case Whatsapp, as well as the ticket's submission time inside or outside of your business schedule and then sending an email response in accordance with when the submission was received. You could create triggers for both inside and outside business hours schedules as needed.

    Additional information on trigger rules and conditions can be found here: https://support.zendesk.com/hc/en-us/articles/115015611647-Trigger-conditions-and-actions-reference

    Beau | Customer Advocate

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    1
  • Stephanie Langlois
    Zendesk Product Manager

    Lucía Achigar We actually think that this could be a great use case for flow builder and something we've been exploring. We know that being able to customize your out-of-office message/auto-responder is important and admittedly the current auto-responder is very basic. I will share this feedback with the team.

    1
  • Lucía Achigar

    Hi, @...

    Thank you so much for this info. I don't seem to have "Set schedule" as an option in "Actions", is this because of our plan's limitations?

    0
  • Karl Dominic Guerra
    Hi Lucia,
     
    You are correct. The Ticket: Set schedule action is available on Enterprise plans only. 
    0

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