Automated "No Response Needed" Tagging
Overview
Set rules to automatically tag messages from Amazon/Walmart/Newegg as "No Reply Needed" and sync this status to the marketplace backend. This instantly stops the customer service response countdown, preventing performance penalties due to late replies. You can also tag messages from Amazon/Walmart/Newegg/eBay/TikTok as "No Reply Needed" within SellingPilot (SellingPilot only) to filter out non-urgent emails, boosting efficiency and reducing operational risks.
User Guide
Creating a Rule
Path: Customer Service > Customer Service Management > Rules Management → Click "Create Rule" in the top-right corner.
Example: Auto-tagging messages from Amazon.com & Newegg.com when the response countdown reaches the last hour.
Step 1: Add Basic Information
- Rule Name: Customize a name，e.g., "Amazon & Newegg Messages Last-Hour Auto-Tag".
- Scenario: Select "When a new email is received".
Step 2: Set Trigger Conditions
Logic: Choose Match ALL (all conditions required) or Match ANY (one condition suffices).
For this example, select 【Match ANY】.
| Condition Field | Logic | Value | Notes |
|---|---|---|---|
| Email Site | Contains | Amazon.com | Tags all messages from Amazon US site |
| Email Site | Contains | Newegg.com | Tags all messages from Newegg US site |
This is how it looks like after all conditions are set up.
Step 3: Select Action
Under Action, choose how to mark messages:
1. Mark as "No Response Needed" in Marketplace Backend:
- Set a time threshold (e.g., 1 hour). The status will sync to the marketplace backend and stops the response countdown.
Supported marketplaces: Amazon.com, Amazon.ca, Newegg.com, NeweggBusiness.com, Newegg.ca.
2. Mark as "No Response Needed" in SellingPilot Only: This action only applies within SellingPilot and the status will not sync to marketplace backend.
For this example, I select Option 1 to avoid performance penalties due to late replies.
Step 4: Preview and Save
- Preview: Verify if conditions (e.g., email site) and actions are set up correctly at the bottom.
- Save: Click "Save" button.
Editing or Deleting Rules
- Edit: Click "Edit" in the rule list.
- Delete: Click "Delete". Rules stop working immediately.
FAQs
Q1: Will "No-Response-Needed" mark sync to channel backends？
A1: Depends on where you mark this:
- Mark in channel backend(e.g., Amazon Seller Central): Syncs to the channel. Prevents SLA timeouts affecting performance metrics
- Mark in SellingPilot only: No sync to channel backend. Only moves emails to SellingPilot’s "No-Response-Needed" list.
Q2: Will messages with ≤59 minutes left trigger the rule?
A2: Yes. Rules trigger for all emails meeting the time threshold (e.g., ≤60 minutes).
Q3: Can I reply to messages marked as "No response needed" in SellingPilot?
A3: Yes. Go to the "No Response Needed" folder and click "Reply".
Q4: Where can I view the emails being marked?
A4: You can check the emails in two sessions:
- Mark in channel backend: Check the "Response Needed" email list, you will see the countdown stopped.
- Mark in SellingPilot only: See the "No Response Needed" email list.
Q5: How to set different time thresholds for multiple marketplaces?
A5: Please create separate rules per channel and select different countdown time.