Configuring Auto Responses

This article will walk you through configuring your practice's auto-responses, which helps you set client expectations based on when the chat is started.

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Auto Responses send a specific message to your client when their conditions are met. There are auto-responses for a chat started during your listed open hours, one started after-hours, one started during off-hours, and one started while you have set your self to be out-of-office. There is also an auto-response that can reply to the pet parent if they haven't received a response from a practice staff member after a length of time you set. Each of these options will be covered step-by-step below.

Most of the auto-responses are determined by the hours that you set in Location Settings, so we'll go over that first.

Step by Step Instructions - Setting Practice Hours

Step 1: Log in to the Anipanion web app.

Step 2: Click on the Settings tab on the navigation sidebar, then on the Location sub-tab.

 

Step 3: On the right-hand side under Location Hours, start setting a time block that indicates your practice's open hours. Open hours are intended to be times where your staff is available to respond to telehealth chat requests. Begin by clicking on Add Another Open Hour.

 

Step 4: Select a day of the week for your open hour time block.

 

Step 5: Set a starting time.

 

Step 6: Set an ending time. Make sure to click on OK after selecting the ending time.

 

Step 7: Repeat steps 3 - 6 to add more blocks of open time. As long as they don't overlap, you can add as many time blocks as you want.

 

Step 8: Repeat the same process of adding one or more time blocks under the After Hours section. After hours are intended to be times where you have a reduced staff, higher prices, or otherwise altered operations compared to your open hours. Typically, after hours will be in the evening after the open hours are ended, but they don't have to be.

 

Step 9: Review your listed hours to make sure they are accurate. It is recommended that you refresh the page before double checking to make sure all of your changes were saved. These hours will be shown to your clients using the Anipanion Pet app. Any hours outside the times you set for Open Hours or After Hours are considered Off Hours for the purposes of auto-responses, which will be covered later in this article.

 

Step by Step Instructions - Setting the Open Hours Auto-Response

Step 1: Log in to the Anipanion web app.

Step 2: Click on the Settings tab on the navigation sidebar, then on the Chat & Video sub-tab.

 

Step 3: Look at the bottom-right section of the page to find the Auto Responses section. You may have to scroll down to see it.

Step 4: Click on the toggle switch on the top right of the Open Hours section.

 

Step 5: If needed, edit the text of the Open Hours response. This message will be sent to any pet parent that starts a chat during any open hours times you set under Location Hours on the Location tab.

 

Step by Step Instructions - Setting the After Hours Auto-Response

Step 1: Log in to the Anipanion web app.

Step 2: Click on the Settings tab on the navigation sidebar, then on the Chat & Video sub-tab.

Step 3: Look at the bottom-right section of the page to find the Auto Responses section. You may have to scroll down to see it.

Step 4: Click on the toggle switch on the top right of the After Hours section.

 

Step 5: If needed, edit the text of the After Hours response. This message will be sent to any pet parent that starts a chat during any after hours times you set under Location Hours on the Location tab.

 

Step by Step Instructions - Setting the Off Hours Auto-Response

Step 1: Log in to the Anipanion web app.

Step 2: Click on the Settings tab on the navigation sidebar, then on the Chat & Video sub-tab.

Step 3: Look at the bottom-right section of the page to find the Auto Responses section. You may have to scroll down to see it.

Step 4: Click on the toggle switch on the top right of the Off Hours section.

 

Step 5: If needed, edit the text of the Off Hours response. This message will be sent to any pet parent that starts a chat outside of any open hours or after hours times you set under Location Hours on the Location tab.

 

Step by Step Instructions - Setting the Out of Office Auto-Response

Step 1: Log in to the Anipanion web app.

Step 2: Click on the Settings tab on the navigation sidebar, then on the Location sub-tab.

Step 3: Look at the right hand section of the page to find the Location Hours section. There is a toggle switch at the top right of the section, as well as an Out of Office Auto Response section below the after hours area.

 

Step 4: To start the process of setting your practice as out of office, click on the toggle switch on the top right of the Location Hours section. If you just want to set the text for the out of office message without setting your practice as out of office, skip this step as well as Step 5.

Step 5: Select a date and time for your practice to be back online. From the point that you toggle on the Out of Office switch until the time you select, any chat started by a pet parent will be receive the message entered in the text box under the Out of Office heading instead of any other auto-response they would normally receive. You can also toggle off the Out of Office switch manually.

Step 6: Enter the text of the Out of Office response. This message will be sent to any pet parent that starts a chat until the out of office toggle is switched off again.

 

Step by Step Instructions - Setting the No Response Auto-Response

Step 1: Log in to the Anipanion web app.

Step 2: Click on the Settings tab on the navigation sidebar, then on the Chat & Video sub-tab.

 

Step 3: Look at the bottom-right section of the page to find the Auto Responses section. You may have to scroll down to see it.

Step 4: Click on the toggle switch on the top right of the No Response section.

 

Step 5: Click on the time (default 1 hour) to select a time from a dropdown list. Once a pet parent has sent a message and has not received a reply for the selected amount of time, the no response message will be sent in that chat.

 

Step 6: If needed, edit the text of the No Response message.

 

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