Setting up auto-responders

IN THIS ARTICLE

1. Setting up Auto-responders
2. Configuring Auto-responders

1. Setting up auto-responders:

1

Go to Touchpoint Settings

Option 1:

From the home screen of your Hello Customer account, click on the Touchpoint Settings Icon on the right of the touchpoint name.

Option 2:

Step 1: On the home page of your Hello Customer account, click Touchpoints on the left side.

 Step 2: Select the touchpoint you want to work in. If your touchpoint is out of production, you can see it by clicking on Show all.

2

Click  Edit in the  Touchpoint settings section. 

If your touchpoint is already onlne, click on the locked edit icon first. This will temporarily disable the touchpoint and allow you to adjust the settings.

3

Navigate to the Auto-responder section.

4

Click the slider to enable or disable the Auto-responder.

5

Add auto-responders as needed.

IMPORTANT:
Do not forget to re-activate your touchpoint once you changed your settings in the touchpoint settings page!

Note:
If you enable the auto-responder, you will have to configure it as well.
Follow the next steps below to configure auto-responders.

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2. Configuring auto-responders:

1

Go to Touchpoint Settings

Option 1:

From the home screen of your Hello Customer account, click on the Settings Icon below the touchpoint name.

Option 2:

Step 1: On the home page of your Hello Customer account, click Settings on the left side.

Step 2:

On the right, under Touchpoint Settings, select the right Touchpoint. If your touchpoint is out of production, you can see it by clicking on Show all.

2

Navigate to the auto-responder section in the touchpoint settings

3

Click "Add auto-responder"

Note:
You can create as many auto-responders as you like (for every value and for every language).

4

Fill in the following information:

Email subject	Enter the subject of the auto response email. For example: "Thank you for your feedback".
Min. score	Enter the minimum value for the auto response email.
Max. score	Enter the maximum value for the auto response email.
Language	Choose the language of the auto response email.
Use custom HTML	Indicate if you want to use a custom HTML. If that is the case, paste your HMTL code in the box that appears.
Show logo	Indicate if you want your logo to appear on the auto response email.
Body text	Write the body text of the auto response email.
Display participant anwer and score	Inicate if you want your respondents answer and score to be visible in the email.

When sending an automatic answer (aka auto-responder) to your respondents, make sure to include an email address to which they can send extra questions or feedback. It will not work if they try to answer this automatic reply directly from their email client.

Note:
Keep in mind that the Net Promoter Scores (NPS) range from 0-10 and that the Customer Effortil Scores (CES) range from 1-7, while the Customer Satisfaction Score (CSAT) ranges from 1-5.

For more information on NPS scores, please read our article on how to  interpret NPS values.
For more information on CSAT scores, please read our article on how to interpret the CSAT values.
For more information on CES scores, please read our article on how to  interpret CES values.

6

Don't forget to click Save to save the created auto-responder.

IMPORTANT:
In order to be able to launch your touchpoint, you need to create at least one auto-responder in each language and the same amount of auto-responders in each language.

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