We'd like to incorporate an autoresponder for WhatsApp so that we can set up different responses according to the ticket's creation time
Hi!
We'd like to incorporate an autoresponder for our WhatsApp service so that we can set up different responses according to the ticket's creation time. Our support team isn't 24/7 so there are times when customers reach out to us, and there's no one there to respond to their inquieries.
Is there a way we could set this up?
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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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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.
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Hi, Beau P.
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?
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Hi Lucia,
You are correct. The Ticket: Set schedule action is available on Enterprise plans only.
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