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.
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.
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.
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.
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
–How to the order is fulfilled (Merchant fulfilled, Amazon FBA)
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.
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 firstname.lastname@example.org.