Automating tasks within support workflows is crucial for efficiency. AppFollow offers powerful automation features: Auto-tags and Auto-replies. By utilizing these tools, support teams can save time and ensure timely responses to customer reviews.
Auto-tags
Manual tagging of reviews can be time-consuming. With Auto-tags, you can automate this process based on predefined conditions. Here's how to set it up
- Access Auto-tags: Go to the Automation hub section and click on "+Add a new rule".
- Define Conditions: Choose conditions that will trigger tag assignment.
- Select Tag: Choose the tag to be assigned when conditions are met.
- Save Rule: Save the rule, and it will be automatically applied to new and relevant reviews.
These Auto-tag rules run every 5 minutes, ensuring reviews are promptly tagged. Additionally, if you have a Zendesk App integration, applied Auto-tags are sent to Zendesk tickets.
Auto-replies
Replying to numerous reviews manually can be tedious. Auto-replies allow you to instantly respond to reviews that meet specific criteria. Here's how to set it up
- Prepare Reply Templates: Create a set of Reply Templates for Auto-replies.
- Access Auto-replies: Go to the Automation hub section and click on "+Add a new rule".
- Define Conditions: Specify conditions that must be met for the rule to apply.
- Select Action: Choose the action to be taken when conditions are met, such as replying with a specific template or reporting a concern.
- Set Priority and Publication Mode: Prioritize the rule and choose between Approval or Auto-posting modes.
- Save Rule: Save the rule to apply it to relevant reviews.
Auto-replies run every 10 minutes, ensuring timely responses. Users with roles like Admin, User, or Support Manager can create Auto-reply rules. How to change Roles?
Advanced Auto-reply Actions
Reply With a Template: Send a predefined template as a reply.
Reply With a Random Template from a Folder: Enhance diversity by sending random templates from a specified folder.
Automatically Report a Concern: Report inappropriate or offensive reviews automatically.
Report a concern
If you receive spammy, offensive, or inappropriate reviews, you can ask the store to remove them by reporting such reviews directly from AppFollow with the help of our Report a Concern Automation feature.
For your convenience, we also added presets cheat sheets, and guides available on the Automation hub page.