Automating canned responses in inbox

Automation is a set of rules that get triggered based on certain predefined conditions. It helps you simplify complex workflows by eliminating repetitive tasks such as taking set of actions on messages and posts based on conditions.

To know more around setting up Automations in Sprinklr Social/Service, refer to this link : Automation in Sprinklr Social/Service

To set up Canned Responses Automation for incoming messages in Inbox

You can follow the below steps to configure automation action :

1. From Homepage of Sprinklr Social/Service, navigate to settings in the left side navigation bar.
   

2. Select Automations under Inbox & Publishing in Sprinklr Social/Service
   

3. In Automations Window, click on Create Automation from the top right corner.
   

4. In Create New Automation Window, enter the Automation Name, Description and Select Automation Type to be on Message Creation.
   

5. In the Automation Builder window, click the Addition icon.
   

6. Enter the Condition Box Title e.g. Is channel Facebook?
   

7. Enter the Conditions on which automation should be triggered.
   

8. You can select from range of condition field over which you want to send a canned response :
   Some examples can be -

   
   

   Keywords	Enter keywords to set automation rules to messages filtered using various keywords.
   Accounts	Segregate tickets coming from multiple accounts.
   Sentiment	Segregate messages based on sentiments.

   
   Let's say we want to set the condition field over which automation get triggerd to be account over which the messages comes in the Inbox module
   
   

9. After selecting the condition field, click on save

10. On the Automation Builder window, click the Addition icon if Yes and select Bulk Actions in other actions.
    

11. In Bulk Actions Window, select field as Send Canned Response and in Select Values, select the Canned response that you want to send.
    

12. Once confirmed, click on Save in Bulk Actions Windows.
    

13. In Automation Builder window, click on Save and your automation will be saved.

14. In Automations Window, you will be able to see the new automation created.

15. Toggle it on to enable to enable the automation

You can always disable this automation as and when required and make changes it to as well.

Once done, for the conditions selected : Any messages incoming in Inbox Module from accounts selected in Automation Field will trigger the automation and a canned response will be sent to those messages.