Automation Rules Introduction
Overview
Automation Rules act as your 24/7 on-duty assistant, streamlining store operations by executing predefined actions when specific conditions are met. They monitor critical business activities 24/7, enabling hands-free automation for scenarios like:
✅ Smart Email Prioritization
Automatically flag high-priority emails when urgent keywords (e.g., "complaint," "chargeback") are detected.
✅ Performance Risk Avoidance
Mark messages as "No Response Needed" to protect your channel performance metrics before the due time.
✅ Real-Time Order Monitoring
Trigger product guides or notifications instantly when orders are placed/returned.
✅ Automated Review Invitations
Send product feedback invitations after shipment/delivery, boosting reviews while saving labor costs.
⚠️ Note: All channels must have a linked customer support email. You can connect your email under Customer Serivce > AI Customer Service > Connect Your Email before you set up any rules.
Key Fields
| Scenario | Action | Condition (Match ALL/ANY) |
Logic | Configurable Values | Description |
|---|---|---|---|---|---|
| When a new order is received | Send email with template (customizable) | Channel Site | contains does not contain |
Amazon.com Newegg.com Newegg.ca Newegg Business eBay.com Walmart.com Manual Stores |
Select sites for auto-trigger email when an order is placed |
| Product Category | contains does not contain |
Select categories (e.g., Electronics, Home Goods) | Filter by product type | ||
| Store SKU | contains does not contain |
Enter SKUs manually | Match order items by SKU (supports multiple entries) | ||
| Order Status | contains does not contain |
Pending To ship Shipped Voided |
Trigger based on status (e.g., send tracking only for "Shipped" orders) | ||
| Order Tracking Status (Newegg only) |
contains does not contain |
Label Created In Transit Out for Delivery Delivered Shipping Exception |
Send status-specific notifications (e.g., tracking links for "In Transit") | ||
| Order Return Type | contains does not contain |
Refund Replacement |
exclude refund/replacement requests from review invitations | ||
| When a new return is requested | Send email with template (customizable) | Channel Site | contains does not contain |
Amazon.com Newegg.com Newegg.ca Newegg Business eBay.com Walmart.com |
Select sites for auto-trigger email when a return is requested |
| Return Type | contains does not contain |
Refund Returnless Refund Replacement Returnless Replacement |
Send tailored solutions for each return type | ||
| Return Reason | contains does not contain |
Enter reasons (e.g., "Defective," "Wrong Size") | Customize messages based on reason | ||
| Refund Amount | > ≥ = ≤ < |
Enter amount (e.g., 500) | Trigger alerts for high-value refunds (e.g., >$500 requires return instructions) | ||
| When a new email is received | 1. Set priority (High/Medium/Low) 2. Mark as "No Response Needed" |
Message Source | contains does not contain |
Amazon.com Newegg.com Newegg.ca Newegg Business eBay.com Walmart.com TikTok.com |
Filter by message origin |
| Customer Sentiment | contains does not contain |
Very Positive Positive Neutral Negative Very Negative |
Escalate "Very Negative" messages to High Priority | ||
| Sender Email | contains does not contain |
Enter keywords (e.g., "@complaint.com") | Flag high-priority senders | ||
| Recipient Email | contains does not contain |
Enter keywords (e.g., "@amazon.com") | Prioritize messages to critical support addresses | ||
| Email Subject | contains does not contain |
Enter keywords (e.g., "URGENT", "Refund") | Identify urgent subjects | ||
| Email Body | contains does not contain |
Enter keywords (e.g., "supervisor", "lawsuit") | Detect escalation requests |
Use Cases
Automation rules can be widely applied across diverse business scenarios. Leveraging them effectively helps teams manage operational pressures with ease. Below are some typical use cases, more await your exploration.
1. Review Invitations
Auto-trigger product feedback emails after delivery.
See detailed instructions here
2. Customer Care Emails
Auto-send order updates or return confirmations.
See detailed instructions here
3. Email Priority Tagging
Auto-flag messages needing urgent attention.
See detailed instructions here
4. Automated "No Response Needed" Tagging
Auto-mark messages as "No Response Needed" through keywords or channels.
See detailed instructions here
FAQs
Q1: How soon do rules take effect once created?
A1: Rules activate immediately upon saving if enabled.
Please note historical data will not trigger rules.
Q2: Are emails sent through auto-rules synced to channel inboxes?
A2: Yes for Amazon, Walmart and Newegg. eBay does not sync; You may check your email client for delivery status. If there are sent records, it means the emails have been successfully sent.
Q3: Can one same order trigger multiple rules?
A3: Sure! For instance:
- Rule 1: Send product user manual on order placement.
- Rule 2: Request a product review 3 days after delivery.
Q4: What if I send emails by mistake?
A4: Please disable the rule immediately. Once done, any pending tasks will be canceled. Unfortunately, we cannot recall the sent emails.
Q5: Are there any limits on how many emails I can send?
A5: Nope, there is no sending limits, but channels may throttle emails (e.g., Amazon’s daily limit).
Q6: Can I test rules before going live?
A6: Of course! You can enable Test Mode during setup and send test emails to yourself. Simply type in your email address and click on "Save".
Q7: How do I change the sender email for an existing rule?
A7: Edit the rule after connecting the new mailbox, Edit > Action > Send From.