Repetitive customer service work happens on its own – without you lifting a finger
Every day in e-commerce your team does the same things: assigns tickets, sets statuses, tags messages, redirects to FAQ. Necessary tasks, but ones that don't require a human. Automated Actions in Responso take over the routine, so your people can focus on what actually matters.
Responso helps businesses just like Yours
How do Automated Actions in Responso work?
Define your automation conditions
When should the action trigger? Conditions include message sources, status assignments, day of the week, specific phrases in the content or subject line, tag or context assignments, sentiment detected by AI, time elapsed since the customer’s last reply, and much more. Conditions can be combined – the action fires only when all of them are met simultaneously.
Choose the actions to execute
Decide what happens once the conditions are met. Available actions include: sending a message to the customer (Autoresponder), assigning a ticket to an agent or team, changing status or priority, adding a tag, updating an order status in Base, launching the AI Assistant. You can chain multiple actions in a single workflow – for example, assign an agent, set a priority, and fire an Autoresponder all at once.
Save and test
Once saved, the action works immediately for all new tickets that match the conditions. Disable it with one click, tweak the conditions, or copy it as a starting point for the next rule. A clean panel lets you quickly search every automation and preview its details right from the list. Responso puts no cap on the number of actions – on paid plans, you can have as many as your process demands.
The numbers speak for themselves
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30%
more requests handled per agent on average after automation is introduced. If your team is still manually clicking and sorting messages, you're overpaying for man-hours the system can handle at zero cost.
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70%
of customer queries can be resolved entirely without agent involvement. Most messages flooding your inbox are repetitive, formulaic questions about the same things. Forcing your team to answer them manually is blocking their sales potential.
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1.2h/ day
gained by every agent through ticket automation. With a team of just 5, you recover up to 6 hours of pure working time every single day – space to close complex cases and build real customer loyalty.
What do you gain with Automated Actions from Responso?
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Repetitive tasks disappear from your team's queue
Tagging, categorization, thread assignment, and first-response messages – configure these once and forget about them. Responso lets you set up hundreds of rules with precisely tuned conditions. Your team stops fighting the same fires over and over and gets time for work that truly needs a human touch. This isn’t theory – our customers have saved thousands of hours thanks to Automated Actions.
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Instant response – even when no one is at their desk
The Autoresponder in Responso doesn’t have to be a generic confirmation message. You can tailor it to the channel, time of day, customer language, message topic, or order value. A customer writing in English gets a reply in English. A question sent on Saturday evening gets a different message than one sent on Monday morning. Every customer feels taken care of – even before anyone is at their desk.
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Artificial intelligence that understands intent
Thanks to Context Analysis and Sentiment Analysis, the system works reliably even when customers write chaotically or in an emotional state. A message loaded with strong dissatisfaction is immediately routed to a dedicated specialist at the highest priority – before the customer has a chance to leave a negative review on Allegro or Amazon. In e-commerce, one awful interaction can put a customer off for years – Responso makes sure difficult cases get maximum attention.
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Sales and support in perfect sync
The two-way integration with Base allows Automated Actions in Responso to update order parameters without opening extra browser tabs. When a customer confirms a return request or address change in a message, the system can automatically update the order status in Base. Both tools work in tandem, creating a seamless, fully automated process.
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Scale your business without costly headcount
Automations don’t need holidays, don’t get sick, and never lose focus through fatigue. A rule configured once works with the same surgical precision whether you have 50 or 5,000 tickets a day. During sales peaks like Black Friday, your team won’t be paralyzed by parcel-status questions. Automation absorbs the spike, and your people focus on generating pure profit.
FAQ
Frequently asked questions
Automatic actions in Responso are a set of rules that allow you to automate various processes related to customer service and online store management. Thanks to them, you can set conditions and corresponding actions that the system will execute automatically. This will streamline many daily tasks.
Automation saves time and resources, reduces the risk of errors and ensures greater consistency and speed of customer service. This way, employees can focus on more difficult tasks, and the business becomes more efficient.
No, Responso offers an intuitive panel for creating automations that can be configured without advanced technical knowledge thanks to ready-made rules and instructions.
You can automate responding to customer questions, assigning messages to agents, assigning tags, statuses or analyzing context and sentiment. If you use Base, you can also automatically change order statuses in Base based on defined conditions. Each of these automations will save you a lot of time on repetitive tasks.
Yes, Responso combines automation with AI, which allows for more advanced responses—AI can, for example, analyze message sentiment and initiate appropriate automatic actions.
Responso tightly integrates with Base. In the Responso panel you see order data from Base, which facilitates customer service. Automatic actions can also change order statuses directly in Base, creating an efficient and automated system.
Yes, automatic actions allow you to change order statuses in Base directly from the Responso panel, which optimizes sales process management.
Yes, rules can be precisely tailored to business needs and specifics, creating sophisticated and flexible scenarios for automatic actions.
The module works with popular e-commerce platforms, marketplaces like Amazon and eBay, as well as Base and tools for email and social media management.
70% of queries can handle themselves. Give your team time for everything else!
Set up your first Automated Actions in Responso and see how many hours you get back in the very first week. No credit card required. Your first rules are up and running in minutes.