Before You Begin

In order to automate responses for different social channels in the Sprinklr Rule Engine, you'll first want to create a template for your response. This template can be created and saved in Asset Manager and will be sent to customers based on the conditions you set in your auto-response Rule. To create this template, see To Create a Response Template.

As a best practice, make sure that the conditions for auto-response rules are set to send an auto-response under specific circumstances that meet with your guidelines. For example, you can use Sprinklr Business Hours Settings to establish your company's working hours and then establish an Auto-Response Rule to reply to users who message you outside of these hours.

Auto-response rules can be configured to create an automatic reply to customers from a number of different accounts. Some of the message types that are supported in Auto-Respond Rules are

• Twitter Sent Direct Message, Twitter Reply, Twitter Reply All
• Facebook Messenger, Facebook Comment
• Line Message
• WeChat Message
• Lithium Message, Lithium Private Note
• Email Reply
• Viber Message
• GooglePlus Business Reviews Reply
• VK Business Messages
• Weibo Replies, Weibo Direct Messages, and Weibo Comments
• Google Playstore
• Discourse Comments
• Telegram Messages
• Instagram Comment, Instagram Reply, and Instagram Direct Message

To Create a Response Template

1. Click the New Tab icon  . Under the Sprinklr Social tab, click Assets within Engage.
2. In the top right corner of the Asset Management window, click Add Asset and select Add Post.
   
3. Select the Channel to create a channel-specific template. Enter the text for your response, set additional details, and click Save in the bottom right corner to add an asset. For more information, see Add a Post Asset.

To Configure an Auto Response Rule

1. Click the New Tab icon  . Under the Sprinklr Social tab, click Manage Rules within Triage. 
2. In the top right corner of the Rule Engine window, click Create New Rule. To learn more about how to create a new rule, see Create a Rule.
3. On the Create New Rule window, give your rule a Name and an optional Description, and ensure that the Context field is set to Inbound.
   
4. Select Customer / Workspace from the Rule Scope drop-down menu. Click Next.
5. If you want, modify the values for Activation Date and Rule Execution Batch. To proceed with the default values, click Next.
6. In the Rule Builder window, click the  icon and select Add Condition. 
7. Give the condition a Name and under Conditions Applies To "The source of the Message", set a condition for Account Is and set the desired account for this condition.

   Note This condition is set to apply to messages that are directed to a specific account so that the social account that you respond from is only replying to users who addressed that specific account.

   
   
8. In the Yes branch of this condition, add another condition. In Conditions Applies To "The source of the Message", set a condition for Message Type Is and select the type of content you want your auto-response to apply to.
   For example, if you are configuring a rule to respond to users through Facebook Private Message, you can set The source of the Message condition to Message Type is Facebook Messenger (Received).
9. Set additional conditions for your rule as desired. If creating an Auto-Response rule to reply to customers who message your account outside of business hours, you can set a condition under Conditions Applies to "The Source of Message" and select Condition as Business Hours, Operator as Is and Value as the defined Business Hours. 
10. Now, you'll set up the auto-response action. On the No branch of your final condition (which will enact on messages that are not received during business hours), select Add Action. In Actions To "Auto Respond to a message", select Send Auto Response To and choose the desired channel from the drop-down menu.
11. Select the remaining fields for the action. For more information, see Auto Respond to a Message — Field Descriptions.
12. Click Add Required Details to enter the details of your auto-response.
13. Click Save in the bottom right corner to finalize the rule.

Auto Respond to a Message — Field Descriptions