Setting Up Automation Rules
Choosing the Mode for Auto-Replies
Auto-Posting Mode
When using auto-posting mode, there is a possibility to enable a 15-minute delay in sending reviews to Zendesk. This allows AppFollow to wait for the Automation Agent to post a reply before sending both the review and the reply to your Zendesk instance. To enable this feature, please contact our Support team.
By default, a Zendesk ticket is not created for reviews responded to by an Automation Agent.
Draft Mode
Preventing Double Work for Your Support Team
To prevent your support team from manually handling reviews that are assigned to an Automation Agent, configure Zendesk routing rules to separate automated replies from support workflows.
1. Set the Template Support Agent
When selecting an agent to process reviews, choose Support Agent – Template Support Agent.
This agent replies using a reply template. You can configure it to use either a specific template or a random template from a folder.
Manage your reply templates and folders in Reply Kit.
2. Add a Tag to Reply Templates
In Reply Kit, configure a tag and add it to the reply templates that will be used by the Template Support Agent. We recommend using a dedicated tag, such as "AF agent" or "AF auto response".
3. Create a Dedicated Zendesk Group
- Create a Zendesk group for reviews handled by Automation Agents.
- Set up a trigger to assign tickets with the "AF agent" tag to this group and automatically solve them (if desired).
- Exclude all support agents from this group to prevent manual intervention.
Management Visibility (Optional):
For management visibility, create a view for this group and include managers in it. This allows managers to monitor responses generated by Automation Agents without involving support agents.