To work more efficiently with automatic rules
Good afternoon Trengo,
We would like to do more work with automating the system within Trengo. Example: a customer submits a quotation request and it is desirable that automatic labels are linked to the relevant request. It is also set that we have automatic e-mail replies. However, it is not possible to send a '' reminder email '' after a certain period of time in which the customer does not respond.
The customer makes a request, this is answered with an auto reply and then the customer does not respond within 5 days, then it is desirable that the system automatically receives an e-mail without an employee having to e-mail this, asking if a quotation update can be given.
Now we have to dormant all applications one by one, which will open after x time and then we can only do the aftercare and then close it again with new labels etc.
We've recently upgraded our Rules with the possibility to trigger rules based on outbound messages or closed message status. I think this would already help with your desired process.
For example, you could have one auto-reply rule, immediately replying to incoming messages (and maybe even automatically closing these messages).
Next, a second rule, based on closed messages, has a condition of an Elapsed time of 5 days, to send another automated message.
Please let me know if you think is suitable, or email us at firstname.lastname@example.org where our Customer Happiness agents are more than happy to help you tho think about this process.