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of the FocalScope omnichannel suite, according to best practice.

How to configure and enable FocalScope's Auto Responder

FocalScope's Auto Responder is superb for reducing average response times and automatically sending key information to incoming customer queries. The Auto Responder has to be enabled on a per folder basis (for enhanced control). This article will demonstrate how to configured and enabled the Auto Responder for both personal and shared folders.


How to create and use FocalScope Standard Responses (canned replies)


Configuring and enabling the Auto Responder

  1. Right click a personal / shared folder and select [Properties]. Please note, you can only enable the Auto Responder for inbound folders (that is to say folders that receive emails)
  2. After the [Folder Properties] window appears, click on the [Auto Responder] tab
  3. Click both [Show advanced properties] links to reveal all Auto Responder settings
  4. [Optional] Set an operating schedule for the Auto Responder by ticking the [Send autoresponses during] flag under the [Auto Responder constraints] section and defining the schedule with the [From] / [To] date & time values
  5. Under the [Default Auto Responder] section you can configure three settings:
    1. Click the [...] button for the [When a new ticket starts] field to select the standard response used for new tickets in the selected folder. (This response will not be sent again if the customer replies)
    2. If autoresponses are to be send for subsequent replies by customers, click the [...] button for the [When a reply comes] field and select the standard response that will be send to incoming replies in the selected folder
    3. Click the [...] button for the [Auto Responder supervisor] and select an agent who will act as the supervisor for all messages sent by the Auto Responder. Please note, autoresponses will be sent through the Auto Responder supervisor's [Outgoing] folder and if successful, will end up in the agent's [Sent items] folder
  6. [Optional] Configure the time-based Auto Responder as follows:
    • Please note, time-based Auto Responders will override the default Auto Responder
    1. In the the [Active during / outside] drop-down list, select the default activation mode for the time-based Auto Responder and then select a working hours profile in the second drop-down list. This will define the time frame during which, or outside of which, the time-based Auto Responder operates
    2. In the [On new ticket] drop-down list, select a standard response to dispatch for new tickets
    3. In the [On reply] drop-down list, select a standard response to dispatch for any incoming replies to existing tickets
    4. Configure a second time-based Auto Responder if desired and set the priority (topmost = highest priority) for the time-based Auto Responders using the up and down arrows rightmost of the autoresponder box
  7. Click [Ok] to save the configuration and activate the Auto Responder for the selected folder

Figure 1 - Enabling the Auto Responder for a folder

Identifying autoresponses in a folder

You can easily distinguish between autoresponses and normal emails, because autoresponses are rendered in light grey text in message list.

Figure 2 - Spotting sent autoresponses

Additional Information

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