How to Use Gorgias as a Marketplace Autoresponder

If you want to set up a Walmart, Back Market, Newegg, Etsy, eBay or Amazon autoresponder for Gorgias, you’re in luck! All you need to do is connect your marketplace accounts to Gorgias with ChannelReply. After that, regular Gorgias rules will work perfectly as autoresponders.

These autoreplies even count toward Amazon’s response time SLA. You can start your free trial here if you don’t already have an account.

Important Notes

How Timing Works in Our Walmart / Back Market / Newegg / Etsy / eBay / Amazon Autoresponder

While autoreplies appear in Gorgias immediately, ChannelReply delivers them once every half-hour. As soon as the autoresponder fires, an internal note will appear inside your Gorgias ticket with the estimated delivery time. You will not see the autoreply in any marketplace's messaging system in the meantime.

A second internal note will appear on your ticket as soon as ChannelReply completes delivery of the message. Your autoreply should then appear immediately in the conversation on the marketplace.

You can safely answer your messages at any time. If an agent sends a response before the "Autoreply delivered" note appears in Gorgias, ChannelReply cancels the autoreply. The agent’s response is delivered to the customer immediately instead.

Notes on Etsy Autoresponders

Unlike other marketplaces, Etsy will not show replies from any external source in their messaging system. As a result, we can only deliver Etsy autoreplies directly to the customer's email address.

ChannelReply can identify the customer's email address if they have placed an order. (This also makes it possible to autoreply to our Etsy New Order notifications). If your customer is a fellow Etsy seller, ChannelReply can often identify their email address even if they have not made a purchase yet.

If no email address is available in the Primary Email field in the ChannelReply app, autoreplies will not be delivered. (This limitation only affects Etsy tickets.)

Notes on Back Market Autoresponders

Since Back Market handles most support on behalf of sellers, the few tickets they send your way usually require your direct attention. Most replies also go to the Back Market support team rather than directly to your customer.

We therefore don't recommend setting up a Back Market autoresponder at this time. However, if you decide to set one up, it will work flawlessly.

1. Decide Which Marketplace Accounts to Target

Different marketplaces have different rules. So, you may not want to use one autoresponder for all your messages! You can easily choose which marketplaces to target by setting up ChannelReply tags.

ChannelReply lets you create a unique tag for every Amazon, eBay, Etsy, Back Market, Newegg or Walmart store you connect to Gorgias. It even lets you set individual tags for different Amazon marketplaces on the same account!

Once you give an account a tag, it will appear on every message from that account.

By using ChannelReply tags in your Gorgias rules, you can make sure the right message goes to the right customer. We recommend setting them up before you create your autoresponder.

2. Create Your Rule

In Gorgias, choose “Settings” in the main menu in the upper left, then “Rules.” Click “Create Rule.”

Next, click "Create Custom Rule."

Give the rule a name that’s descriptive and easy to remember, like “Amazon Autoresponder.” Leave the default condition “WHEN | TICKET CREATED.” Then add the following conditions:

IF | ticket tags | CONTAINS ONE OF | (enter your ChannelReply tags for all accounts you want this autoresponder to work with)

THEN | IF | ticket tags | DOES NOT CONTAIN ANY OF | (enter all automatic tags related to all marketplaces this autoresponder will work with)

THEN | REPLY TO CUSTOMER

If you’re having trouble finding these conditions in all the dropdown menus, see Gorgias’s handy diagram here.

Next, write your message in the Body field. Then click “Create rule.”

Your autoresponder will immediately begin replying to the first message in every new ticket.

3. Creating Additional Autoresponders

Simply find your autoresponder in your list of Gorgias rules. Then click the “Duplicate rule” button on the right (the small copy icon).

Update the rule’s name and change the tags to match the accounts you want this autoresponder to work with. (Be sure to change the automatic tag exclusions as well if you're targeting a different marketplace.) Then make any needed edits to the message.

Finally, scroll down and click “Update Rule.”

Now your second autoresponder is in action! You can create as many rules as you want this way.

That’s all there is to building a Walmart, Newegg, Back Market, Etsy, eBay or Amazon autoresponder in Gorgias! Note that our team is testing advanced options like autoreplying to every message instead of only the first one in each ticket. As soon as we know everything works flawlessly, we’ll add those options to this article.

Stuck? Have questions or requests? Just contact us and we’ll be back in touch ASAP.