Auto-reply text messages
Three different automated auto-reply messages can be configured to be sent to customers to provide better and more efficient customer service. This feature will enable automatic replies with a customized message for the following scenarios:
Auto-reply to customers who replied ‘1’
Auto-reply to customers who replied ‘1’ outside of business hours
Auto-reply to customers who replied with any other message outside of business hours
If the reminder text message includes an option for the customer to reply ‘1’ to request a callback, this new feature can automatically send an auto-reply follow up message.
Using an auto-reply to customers who replied ‘1’ could be used to simplify the reminder messages and provide specific and/or additional information to the customers who requested a callback from the reminders. This feature can save valuable time to both agents and customers by automatically providing relevant information that can speed up the renewal process.
In addition, if a customer replies ‘1’ to the original reminder the system will automatically set the processing stage for the policy to ‘Callback Requested’.
Auto-reply to customers who reply outside of business hours can be used to set the correct expectations for the customer as far as when to expect a reply/phone call, etc.
All of the above auto-replies can be enabled at the same time or any individual auto-reply can be enabled/disabled to meet the desired behavior.
If only Auto-reply to customers who replied ‘1’ is enabled: the system will send this auto-reply to each customer that replied ‘1’ to the reminder. This auto-reply will be sent both within and outside of business hours.
If only Auto-reply to customers who replied ‘1’ outside of business hours is enabled: this auto-reply will be sent only if the customer replied ‘1’ outside of business hours.
If both of the above options are enabled, the system will send the auto-reply described in #1 above to customers who replied ‘1’ within business hours and send the auto-reply described in #2 to customers that replied ‘1’ outside of business hours.
If only Auto-reply to customers who replied with any other message outside of business hours is enabled: this auto-reply will be sent to all customers who replied outside of business hours.
If both of auto-reply outside of business hours (#2 & #4 above) are enabled: the customers who reply ‘1’ outside of business hours will get the #2 above auto-reply message and customers who replied with any other message outside of business hours will get the #4 above auto-reply message.
When a customer replies twice or more in a row outside of business hours, the system is smart enough to not send any additional outside of business hours auto-reply messages.
In addition, when the system sends an auto-reply message the ‘last note’ will automatically be updated to reflect this information and it will be visible in the policies list for faster/efficient management. The auto-replies messages also will be logged in the SMS Communication field.
Please ensure that ‘Operating Hours’ are defined for weekdays, weekends and holidays, so that outside of business hours auto-replies are sent at the correct time. If no operating hours are defined, no out of business hours auto-replies will be sent out.
To enable/disable auto-replies, please follow the instructions below.
Click and open the user profile dropdown menu.
You can only access BLS Portal if you have sufficient permissions. If you cannot access the BLS Portal, please contact your company's BCAutoRenew administrator.
Select Go to BLS Portal > Company > Manage BC AutoRenew Profiles.
If you are planning to use Auto-replies outside of business hours, please update the Operating Hours
Create auto-reply templates. Please find the details here: https://brokerlink.atlassian.net/wiki/spaces/BA/pages/230704
Enable auto-replies as per you business processes
