ReplyManager

Find all support materials in this section.

Integrate Aftership with ReplyManager

Integrating Aftership with ReplyManager allows you to track order shipment details by clicking on the ‘Tracking Number’ link within the Linnworks details.

1: Select the ‘Settings’ dashboard from the top navigation menu.
2: From the left hand side menu click ‘Company Settings’
3: Select the AfterShip tab from the top.
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Using ReplyManagers Reports

ReplyManager’s report dashboard provides visual performance graphs that depict your business’s support services. The graphs analyse and report on feedback performance and your company’s compliance with service level agreements (SLAs). The data will help you identify areas of success and where there is need for improvement. The graphs can be exported to an image format, or presented in spreadsheet or pdf form to share with your team members.
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Using ReplyManager Templates

What are Email Templates?

Email templates can be set-up to quickly draft a message and help you fulfill Amazon SLA guidelines along with your own countdown timer by pre-populating information for common replies that you send. Your own countdown timer is the designated amount of time you have allowed to respond to customers, templates contribute greatly to keeping this on track.

Creating a message template:
1. Select the messages tab on the navigation bar.
2. From the messages homepage, navigate to the left side menu and select templates.
3. Select ‘+Add Message Template’. You have two options at this point, to create a template from our samples or create your own custom template.
creating an email template

Option 1- Create a message from our sample templates:
Go to the messages tab on the navigation bar.
From the messages homepage, navigate to the left side menu and select templates. Click on the dropdown menu to the right of the ‘+Add Message Template’ button.
create email template from sample

3. Select one of the options below and click create message templates.
sample email templates

Option 2- Writing your own Template:
1: Create a memorable name which explains the message contents.
2: Select how the template will be used and who it is available to. There are four options:
Support agent messages only: can only be used by support agents when responding to customers.
Support agent messages and auto-replies: can be used by support agents and sent as an auto-reply.
Auto-replies: can only be sent using auto-replies. When the conditions are met, this template will be triggered and sent.
Rule only: can only be used with a rule. When you create a rule in ReplyManager, you can select a template to be triggered when the rule activates. This template will only work with that rule.
3: Select ‘Activate Template’ to start using this template.
writing an email template
4: Select a language: ReplyManager will support your language of choice, you can draft a message to send to your international customers and send it through ReplyManager.
5: Enter a subject for your message, this field is supported by SmartTags.
6: Type the message you wish to send to customers in the message field. This section also supports the use of SmartTags. Exclude your auto-signature from this as it is created separately.
email template language and subject
7: Set usage conditions to determine when it is appropriate for your message template to be used as a response to a message. You can leave this field blank if you do not wish to restrict the type of message that the template is used in response to. You can:
Select a marketplace channel associated with the message
Enter conditional subject wording
Delivery date
How to the order is fulfilled (Merchant fulfilled, Amazon FBA)
Query type
Order status
email template usage conditions

8: Setting a delay in your auto-response suggests to the customer that it is a human response rather than a messaging bot. ReplyManager recommends a minimum of 15 minute delay and a maximum of 30 minutes.
autoresponder options for email templates

9: There is an option to use a certain template during recurring dates and times. For example an out of office template could be used between Friday 5:00 PM and Monday 9:00 AM.

10: In the case that your business may need to send a message over a certain period of time only, you can set start and end dates for a message to be sent only during the specified time frame. This comes under the one off date and time constraints.

Got some questions about ReplyManager templates? We’d be happy to help! Get in touch with us at support@replymanager.com.

Using SmartTags in ReplyManager

What are SmartTags? SmartTags act as mini templates which allow you to compose faster and more personal responses by giving you quick access to customer details such as name and Order ID. To use them simply enter # as you reply and the available options will pop up.
ReplyManager has a set of predefined smart tags but also allows you to create your own custom SmartTags.

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