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An automatic message is an automation with a step that writes to the order’s buyer. Customer service adds two steps to Automations and four ready-made goals. The message goes through the same checks as one you send by hand: the buyer’s consent, opt-outs and suppression, quiet hours for SMS, and your daily limits. You need the permissions to create and change automations; see Automations. The steps are available only while Customer service is switched on for your organization, and Text the buyer also needs SMS. To see and switch your automatic messages on one page, use the Automatic messages page.

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The two steps

In the editor, under Then, add: Each step has two fields:
  • Template. Any template that has a text for the channel and a purpose. The list shows templates by name.
  • Send from. The e-mail sender or SMS sender to use. Optional: leave it empty to use your organization’s sender.
The step works only on an order’s buyer. In the preview (“What it would do”) it reads “Would e-mail the buyer “Delay notice” from sklep@…”. See Create and edit automations.

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The four goals

When you start a new automation you can pick a goal. Customer service adds these: A goal leaves the template to you: choose it in the editor. Omnilinker starts you with a template for each goal (Delay notice, Ready for pickup, Thank you and Review request), so all four work at once. The message is written in your organization’s default language when the template has a text in it, and in Polish when it doesn’t. See Templates.
  • Thank the buyer and Ask for a review are e-mails that carry an unsubscribe link. A buyer who clicks it gets no more e-mail from you at that address, order updates included. See Consent and opting out. If this server can’t issue the link, the e-mail isn’t sent.
  • Ready for pickup needs an order status of the type Ready for pickup (see Order settings). The rule fires when an order gets such a status. It needs your pickup address and opening hours too: see Customer service settings.
  • Late fires one day after the promised delivery date, while the order isn’t sent, delivered, cancelled or returned. See Promised delivery. A new late-order rule covers orders that become late from now on; it doesn’t write to the buyers of orders that are late already. Tell those buyers with Tell buyers about a delay.
  • Ask for a review is a marketing message. It is sent only to a buyer who gave marketing consent, and only after you tick Rules may ask buyers for reviews in Customer service settings.

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What a rule never sends

  • To Allegro orders. Allegro doesn’t allow sellers to start these messages, so the goals add the condition “it is not an Allegro order”, and the step skips an Allegro order whatever the rule says.
  • To a buyer who can’t be reached. The step is skipped, with the reason, when the buyer has no address on the channel, has not agreed to marketing messages (for a marketing purpose), asked not to be contacted, is on the suppression list, or the address is a marketplace’s masked address.
  • Against the customer’s choice for the order. Ready for pickup and late-order messages are updates about the order. When the customer chose SMS or e-mail for updates at the counter, an update on the other channel is skipped, and when staff chose not to notify the customer, none is sent. See Keep a counter customer informed. A thank-you and a review request are not updates and ignore that choice.
  • A message that needs a person. If the message carries a warning that someone must accept, a rule can’t send it.

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What a run shows

Open the automation’s run (see Runs and activity). The step says one of: If a step is tried again, it finds the message it already made and doesn’t send a second one.

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The Automatic messages page

Open Customer service > Templates and click the Automatic messages tab, or go to /messaging/automatic-messages. The page is a tab beside Templates and Senders, not a menu item of its own. You need the See templates permission to open it. To see the rules you also need See automations, and to switch them or add one Create and change automations and Create and change templates and automatic messages. The page says what you are missing instead of hiding the cause. It shows no rules while Automations aren’t switched on for your organization: “Automations are not switched on for your organisation, so there are no automatic messages.” Each automatic message is an automation rule, shown as a sentence: “When an order is ready for pickup, send “Ready for pickup” by SMS, only for orders not from Allegro.” Next to it you see:
  • Whether it is On, Off, Paused, or Trying (sends nothing).
  • How many times it ran in the last 7 days, and how many runs are failing (“Ran 12 times in the last 7 days”).
  • A note when a template it uses is gone or has no text for its channel, when your shop details lack a value it needs (“Not sent yet. Your shop details lack: …” with a link to Fill in shop details), and, for thank-you and review e-mails, that they carry an unsubscribe link.
  • Edit in Automations, which opens the rule in the editor.
The switch turns the rule on or off, the same as on the Automations page. A rule that has only been trying asks you to confirm before it starts sending to buyers. Below the rules, the page offers two ready-made messages to add: Add: order ready for pickup (by SMS, by e-mail or both, from a template that has a text for each) and Add: late order (a delay notice by e-mail). Pick a template and the channels and click Add. The rule is added switched off, so you can check the template and your shop details before you turn it on. A channel is offered only when it is set up (SMS also needs the SMS feature and a connected SMS sender, e-mail a verified sender); otherwise the page says why and links to Senders. If you already have such a message, the page warns that another sends each message twice and asks you to confirm. A block, Not offered for Allegro orders, explains that Allegro doesn’t allow sellers to start these messages (a thank-you, a request for a review, an invoice, tracking), so Omnilinker never sends them to Allegro buyers, by hand or by a rule. Replies: the page’s introduction says it plainly. A customer’s reply to an e-mail goes to the sender’s reply address; a reply to an SMS isn’t received, but STOP is honoured.