CRM
Reply modes and flag scenarios
Choose whether replies wait for your approval or send on their own, and flag sensitive situations for review.
Customer Service lets you decide how much control you keep. Set your reply mode and choose which situations to flag on the Settings tab in Customer Service.
Reply mode
Pick one of four modes under Reply mode:
- Draft for approval. Every reply is drafted and waits in your review queue until you approve it. Nothing sends on its own, not even a reply that matches a flag scenario set to auto-send. This is where every account starts.
- Answer routine requests. Customer Service answers only the everyday messages you pick, and everything else waits for you. See below.
- Auto-send. Every drafted reply goes out without your review. Use this only when you trust replies to go out on their own.
- Hybrid. Confident, safe replies send automatically, and anything sensitive or uncertain waits for your approval.
In Hybrid, you can set a confidence threshold, a number from 0 to 1 (0.8 by default). A reply only sends on its own when Customer Service is at least that confident and judges it safe. Set it higher to send fewer replies automatically.
Answer routine requests
When you choose this mode, a panel opens where you decide:
- Send on their own by: email, ticked for you the first time.
- Messages Noli may answer on its own: showing and tour requests, "Is it still available?", property details, call and meeting requests, hours, location and contact details, and how you work. Nothing sends on its own until you tick at least one.
- Send hours: the times and days it may send, in your time zone (8 AM to 8 PM every day to start). Outside them, replies wait for you.
- Automatic replies per contact per day (2 to start, up to 10) and Confidence needed (0.85 to start).
It always holds a reply that mentions prices, fees or discounts, touches on legal, loan or tax questions, needs a Fair Housing review, matches one of your flag scenarios, or that it is not sure about. Held replies show in the queue with the reason they are waiting, and every reply it sends on its own is logged on the contact's timeline.
Timing and mailbox settings
When an email reply is set to send on its own, it waits in your review queue for about 10 minutes first, so you can still edit, send, or dismiss it.
If an older setup gave one mailbox its own reply mode, the page lists it under Some mailboxes use their own reply mode. Choosing a different mode clears those, or click the Use ... for every mailbox button to apply the mode you picked everywhere.
Website chat does not follow these modes. It answers visitors right away and holds a reply for you only when a flag scenario set to pause matches, or when Customer Service is not sure the answer is safe.
Flag scenarios
Flag scenarios tell Customer Service which situations to watch for. When an incoming message matches an enabled scenario, it flags the message, drafts a reply using your instructions, and emails you an alert.
Six common scenarios are listed, all switched off until you check them:
- An upset or angry customer
- An unclear message
- A customer who wants to cancel
- A customer who wants a refund
- A complaint about your product or service
- A legal or compliance matter
For each scenario you turn on, choose what happens:
- Pause for my review holds the reply in the queue, even if your overall mode is auto-send.
- Auto-send the reply lets it go out on its own in Auto-send and Hybrid. In Draft for approval and Answer routine requests, a flagged reply always waits for you.
If a message matches more than one scenario and any of them is set to pause, the reply is held.
You can also add custom instructions for how to respond in that situation, for example, the tone to take or an offer to make.
Add your own scenarios
Under Add a custom scenario, name a situation specific to your business (like "Wholesale inquiry"), add instructions, choose whether it pauses for review or auto-sends, and click Add scenario. It is switched on as soon as you add it. Remove a custom scenario anytime with its trash icon. The six built-in scenarios cannot be removed, only switched off.
You get an email when something is flagged
Whenever a message matches a flag scenario, Customer Service emails you so you can step in. The alert goes to a mailbox Customer Service does not watch, such as your personal one, or to the email you sign in with if you have none. It never goes to your support inbox. When the scenario is set to pause, the drafted reply and the reasons it was flagged wait in your review queue.