Setting Up Auto-Replies

Enabling auto replies will allow you to respond to common comment and message types automatically.

 

It isn't easy to reply to every message or comment your shop receives, especially when you are actively live streaming. In some cases, neglecting to respond might mean missing out on revenue! Set up auto replies within CommentSold to make sure important communications are not missed.

 

This Article Covers:

 

Note: Enabling Facebook auto replies may result in a temporary restriction from Facebook. If this occurs, disable auto replies until the issue is resolved.

 

To enable auto replies within your CommentSold admin dashboard, visit Setup → Templates

 

 

Auto Replies for Facebook Comments

 

The first section in the Templates tab is for auto replies to Facebook comments. Each of these auto replies can be enabled or disabled.

 

To set up Facebook comment auto replies, visit Setup → Templates → Facebook Comments

 

1.webp

 

The following auto replies are available for Facebook comments: 

 

  • Invalid Comment — If a "sold" comment is not in the proper format, this auto reply will prompt the shopper to repost their comment with the correct variant.
  • Item Waitlisted — If an item is sold out when a shopper attempts to purchase, this auto reply will inform them that they have been added to the waitlist.
  • Waitlist Item Activated — This auto reply will update the shopper when an item they waitlisted (but had not preauthorized) is back in stock.
  • New customer (no email on file) — This auto reply will prompt new customers who do not have an email address on their account to log in and enter an email address.
  • New order — When a registered shopper comments "sold," this auto reply will confirm their order and link to the account page for the shopper to check out.
  • New order (First Paid, First Served) — If your shop has First Paid, First Served enabled, when a registered shopper comments "sold," this auto reply will confirm their order, link to the account page for the shopper to check out, and remind them that items are not reserved until payment is received.
  • What's available — This auto reply can inform shoppers of what variants (e.g. size, color) of an item are still available. 
  • Comment Charge — If a shopper has Comment Charge enabled and comments "sold," this auto reply will confirm their paid order.
  • Waitlist Authorized — If a shopper uses Waitlist Preauthorization, this auto reply will inform them that an item has been successfully preauthorized.
  • Missing Group Permission — If a shopper's account does not have the appropriate Facebook permissions, this auto reply will link them to their account page to update permissions.

Auto Replies for Facebook Private Replies

 

Facebook allows for businesses to privately message those who comment on posts. Each of these auto replies can be enabled or disabled. 

 

To set up private auto replies, visit Setup → Templates → Private Replies

 

2.webp

 

  • New Order — This auto reply will send a message in response to "sold" comments with a link to complete checkout and the remaining time to checkout (cart expiration time).
  • New Order (First Paid First Served Mode) — If your shop has First Paid, First Served enabled, this auto reply will send a message in response to "sold" comments with a link to complete checkout and a reminder that items are not reserved until payment is received.
  • Invalid Comment — If a "sold" comment is not in the proper format, this auto reply will prompt the shopper to repost their comment with the correct variant.
  • Item Waitlisted — If an item is sold out when a shopper attempts to purchase, this auto reply will inform them that they have been added to the waitlist.

 

Auto Replies for Messenger

 

Messenger auto replies will be delivered to those who are opted in to Messenger from their account page. Each of these auto replies can be enabled or disabled. 

 

If you would like to enable Messenger auto replies to customers, you can do so from Setup → Templates → Messenger Replies.

 

3.webp

 

  • Messenger First Optin Message — This message will be delivered to customers who opt in to Messenger communication, either when first registering for an account or later on from their account page.
  • 'Register' Reply — When a shopper comments "register" on a post or sends "register" to your Facebook Page via Messenger, they will receive this auto reply. 

 

Note: The following Messenger auto replies can be enabled or disabled, but cannot be edited due to Facebook platform policy restrictions.

 

  • Invalid Comment — If a "sold" comment is not in the proper format, this message will prompt the shopper to repost their comment with the correct variant.
  • Item Waitlisted — If an item is sold out when a shopper attempts to purchase, this message will inform them that they have been added to the waitlist.
  • Expiry Reminder — If a shopper has items in their shopping cart that are approaching cart expiration, this message will remind them to pay in time. 
  • Expiry Reminder (First Paid First Served Mode) — If your shop has First Paid, First Served enabled, this message will remind shoppers with items in their shopping cart that items are not reserved until payment is received.
  • New Customer (no email on file) — This message will prompt new customers who do not have an email address on their account to log in and enter an email address.
  • Add to Cart — When a shopper adds an item to their cart, this message confirms that the item is in their cart and prompts them to check out.
  • No Mystery Item Match — If a shopper attempts to purchase an unavailable mystery item, this message will inform them that it is out of stock.
  • Waitlist Item Activated — This message will let a customer know when an item they had waitlisted is back in stock, and let them know how to pay and how long they have prior to their cart expiring.
  • Fulfilled Local Pickup Order — If a customer has an item purchased with Local Pickup as the delivery method, this message will inform them when the item is ready for pickup.
  • Fulfilled Shipped Order — If a customer has an item purchased for shipment, this message will inform them when the item is being shipped.
  • Payment Receipt — This message will thank a customer for their payment and let them know that updates will be sent when available.

 

Auto Replies for Email

 

Certain emails can be automatically sent to customers when specific actions are taken with your shop. Each of these auto replies can be enabled or disabled.

 

To set up email auto replies, visit Setup → Templates → Emails

 

4.webp

 

At the top of this section, you will see the option to toggle on or off the product suggestion feature on your emails. This setting is enabled by default, but you can change this at any time.

 

mceclip0.png

Next, you see all of the dynamic variables that can be used in email templates. 

 

5.webp

 

  • Added To Cart — When a shopper adds an item to their cart, this email confirms that the item is in their cart and prompts them to check out before their cart expires.
  • Added To Cart (First Paid First Served Mode) — If your shop has First Paid, First Served enabled, when a shopper adds an item to their cart, this confirms that the item is in their cart and reminds them that items are not reserved until payment is received.
  • Awarded Account Credit — When a customer is awarded account credit, this email will notify them that the credit is on their account and confirm the amount of credit added.
  • Expiry Reminder — If a shopper has items in their shopping cart that are approaching cart expiration, this email will remind them to pay in time. 
  • Expiry Reminder (First Paid First Served Mode) — If your shop has First Paid, First Served enabled, this email will remind shoppers with items in their shopping cart that items are not reserved until payment is received.
  • Instagram Welcome Email — When a customer registers with Instagram, this email will welcome them and briefly walk them through the shopping process.
  • Invalid Comment — If a "sold" comment on Instagram is not in the proper format, this email will prompt the shopper to repost their comment with the correct variant.
  • Issued Gift Card — When a customer is issued a gift card, this email will provide them with the gift card code, URL, and/or value.
  • Order Fulfilled Local Pickup — If a customer has an item purchased with Local Pickup as the delivery method, this email will inform them when the item is ready for pickup.
  • Order Shipped — If a customer has an item purchased for shipment, this email will inform them when the item has shipped and can include tracking information if desired.
  • Order Paid — This email will thank a customer for their payment and let them know that updates will be sent when available.
  • Refund to PayPal/Card — This email will confirm when a refund has been processed to a customer's card or PayPal account.
  • Waitlist Activated — This email will let a customer know when an item they had waitlisted is back in stock, and let them know how to pay.
  • Waitlist Email — If an item is sold out when a shopper attempts to purchase, this email will inform them that they have been added to the waitlist.

 

Auto Replies for Instagram

 

If your shop is selling on Instagram, you can enable/disable Instagram comment replies and customize responses for comment replies and direct message responses.

 

6.webp

 

To configure and customize Instagram auto replies, visit Setup → Templates → Instagram

 

At the top of this section, you will see the option to toggle on or off certain comment replies. By default, comment replies are disabled. You can also edit and update any templates to customize the messaging for each corresponding comment reply here.

  • Invalid Comment — If a "sold" comment is not in the proper format, this message will prompt the shopper to repost their comment with the correct variant.
  • Item Waitlisted — If an item is sold out when a shopper attempts to purchase, this message will inform them that they have been added to the waitlist.
  • Add to Cart — When a shopper adds an item to their cart, this message confirms that the item is in their cart and prompts them to check out.

Private replies, the auto-reply that goes to your shopper's Instagram direct messages, are turned on permanently. You may edit and update any templates to customize the messaging for each corresponding Private Reply here.

  • Invalid Comment — If a "sold" comment is not in the proper format, this message will prompt the shopper to repost their comment with the correct variant.
  • Item Waitlisted — If an item is sold out when a shopper attempts to purchase, this message will inform them that they have been added to the waitlist.
  • New Order — This auto reply will send a message in response to "sold" comments with a link to complete checkout and the remaining time to checkout (cart expiration time).
  • New Order (First Paid First Served Mode) — If your shop has First Paid, First Served enabled, this auto reply will send a message in response to "sold" comments with a link to complete checkout and a reminder that items are not reserved until payment is received.

Note: Templates for comment replies may need to be reset if you customized these before CommentSold's latest update to Instagram selling. Make certain your templates are instructing customers to check out through their DMs and not through a "link in the bio".

Was this article helpful?
2 out of 2 found this helpful