Automated responses on PipeOne: simplifying customer interactions

PipeOne offers a powerful feature for businesses to streamline customer communication through automated responses. This tool allows you to set up predefined questions and responses across various messaging channels, enhancing efficiency and improving the customer experience.

How it works

  1. Set up questions and options

    Businesses can create a list of suggested questions or options that customers can select at the start of a conversation. These questions appear after the auto-reply message (if enabled on the Business Hours page).

    • Example: "How can we assist you today?"

      1 - Check my order status

      2 - Speak to an agent

      3 - Learn about our services

  2. Automated responses

    Once a customer selects an option, PipeOne instantly sends your pre-configured response. For example:

    • Customer selects 1 - Check my order status

    • Automated response: "Please provide your order number so we can assist you."

  3. Tags automatically added

    Each option can be linked to specific tags, which are automatically assigned to the contact when they choose that option. Tags help categorize and organize customer inquiries for better tracking and follow-up. For example:

    • Option: "Check my order status" → Tag: "Order Inquiry"

    • Option: "Learn about our services" → Tag: "Service Info"

    These tags are interesting for segmenting contacts, prioritizing issues, and analyzing trends in customer needs.

  4. Flexible Customization

    • Add as many questions as you want, but keep it concise—up to five options are recommended for clarity.

    • Questions can also be set without automated responses, allowing agents to engage directly with customers based on their selections.

  5. SMS Character Limit Considerations

    When using SMS, ensure messages are under 160 characters to avoid fragmentation. While most carriers merge split messages into one, longer responses may still result in higher costs.

Additional Features

  • Customer information collection

    PipeOne can automatically ask for and store customer details like name and email if they are new contacts. For example:

    • "What’s your name?" → Automatically saved to the contact profile

    • "What’s your email?" → Stored for future reference.

  • Invalid Option Handling

    If customers input an invalid option, a fallback message guides them:

    Example: "Please type just numbers based on the options or share more details, and we’ll assist you shortly."

How to add automated responses

  1. Navigate to PipeOne Menu > Automations > Automated Responses > Add a Question.

  2. Configure the following:

    • Question text (e.g., "What do you need help with?").

    • Tags (e.g., "Order Inquiry," "Technical Support") → Tags will automatically be added when customers choose a specific option.

    • Automated response text (optional).

    • Parent question (to create a sequence of questions).

  3. Enable or disable questions as needed.

Why you should set up automated responses

  • Save time by addressing common inquiries instantly.

  • Improve customer satisfaction with quick, accurate responses.

  • Help agents focus on complex issues by pre-filtering simpler queries.

With PipeOne's automated response feature, businesses can provide seamless, professional communication across all channels—whether via WhatsApp, SMS, web chat, or more—all while building detailed customer profiles through its integrated CRM system.

Product Team