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Auto-Responder Setup

Auto-Repsonders are your automated transactional emails that are configured within Konnektive and send out to your customers via your SMTP server. This includes your Order Confirmations, Fulfillment Confirmations, Refund Confirmations, etc.

Follow the sections below to add your auto-responders to your campaigns.

Add SMTP Server

To setup an auto responder, first make sure you have an SMTP server added to your account. (Admin > Plugin > SMTP Maintenance)

Once added, you can then test the SMTP to make sure it is working properly by clicking on the envelope and entering in your email in the dialogue box.

NOTE: The most common error is authentication failed which is typically a credential issue. Please recheck to make sure your credentials are entered correctly.

Create Autoresponder within Campaign

Go into the campaign in which you would like to connect this SMTP account to.

Go to CRM > Campaigns > Then click edit on the campaign you wish to set the SMTP account on.

Scroll down to the Email section and click on the green + button to create an Auto-Responder.

This will bring you to a dialogue box in which you can choose the SMTP you would like to use as well as the event name, the products, email subject, and which billing cycle you would like it to fire on. Some events have additional options as well.

Event Name

  1. All Orders - Every complete order will trigger this auto responder.

  2. All Fulfillments - Every shipped order will trigger this auto responder.

  3. Cancellation - Customers who cancel a subscription will trigger this auto responder.

  4. Paused - Customers who pause a subscription will trigger this auto responder.

  5. Initial Order - Only the first cycle of a recurring order will trigger this auto responder.

  6. Initial Fulfillment - Only the first shipped cycle of a recurring order will trigger this auto responder.

  7. Recurring Order - Only recurring orders will trigger this auto responder.

  8. Trial Completion - An email will be sent when a customer's trial has completed.

  9. RMA - This autoresponder will trigger when an RMA is issued for a customer.

  10. Pre-Billing - Customers will receive this autoresponder prior to their rebill.

  11. Recurring Order Declined - An email will be sent when a recurring order declines.

  12. Refund - Triggered when a customer gets a refund.

  13. Void - Triggered when a customer gets a void.

  14. Express Consent - This is event is for offers that must abide by the Express Consent rules.

  15. Tracking Number Assigned - Will trigger once the fulfillment record has a tracking number assigned.

  16. Rerun Initial Success - Will send if an initial order declined but is reran successfully.

  17. Partial Orders - Only partial orders will trigger an auto responder.

  18. Initial Decline - Only orders that decline on the initial sale will trigger this auto responder.

  19. Delivered - Will trigger once the fulfillment record is delivered.

  20. Repeat Customer - Triggers when same customer makes another order (after 24 hours of their first order).

  21. Card Updated - Triggers a confirmation to the customer when their card has been updated.

Additional Event Triggers

Recycle Failed email only: Create a Recurring Order Declined autoresponder and set billing cycle = 999.

Pause ending email only: Create a Pre Billing autoresponder and set billing cycle = 999. You can still set the number of days. That will send only when the pause is ending.

Chargeback Protection only: Create an All Orders or Recurring Orders autoresponder and set billing cycle = 999. This will send an email after the CB Protection delay has expired and the capture attempt was successful.

  • Billing Cycle: Set a cycle # so the email send on that cycle only. Leave blank to send on all cycles.

  • Product: Choose a specific product which will trigger the autoresponder, or set to All Products to send a single email containing all products the customer purchased.

  • Attach Signed Customer Contract PDF: Will attach the PDF of your terms and the customers info. See here for more info.

  • Send for Express Consent only: Will only send the email to customers where Express Consent is required.

  • Email Subject Line: What the customer will see the email titled as in their inbox.

Click submit to generate the autoresponder, then click the blue Edit button to go into the autoresponder to edit it for customization.

Use the tool bar and editor to make edits to the template. You can also use the Advanced builder to create your autoresponders which can be saved and used across your campaigns.

Each event also has it’s own list of tokens that you can use to dynamically populate the order information in your Auto Responder.

Additional Token Notes

  • Tokens can be used within the Email Subject

  • It is possible to create a hyperlink where portions of the link are dynamically filled in by tokens. For example, on the Rebill Declined autoresponder you can provide link that would send the customer directly to the Update Card page within your Customer Portal.

  • [orderSummary] : This token is a dynamic table showing all of the products the customer purchased (are that are applicable to the autoresponder's product settings). The default font size for this token is 10pt font and is not affected by font size changes.

  • [trackingUrl] : This token is a dynamic hyperlink that will redirect the customer to the carrier's website to view the status of their tracking number. The URL is largely based on the Ship Carrier applied to the fulfillment record, however this is also influenced by Konnektive's Shipping Validation.

After you make your edits you can click Send Test to send a test email to yourself. Click Save to save your changes. Saving in the Advanced builder will add this email to your autoresponder templates.

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