Auto-replies allow your workshop to maintain professional communication with fleet managers, even when your team is busy or the workshop is closed. By setting clear expectations on response times, you reduce follow-up calls and improve customer satisfaction in VW Connect Pro.
Note: Only users with Manager access can edit these settings.
Before You Begin: Check Opening Hours
Auto-replies rely on your workshop's schedule to know when to send.
Go to Settings > Workshop.
Ensure your Opening Hours are accurately filled in. If these are blank, the "Outside opening hours" message will not trigger correctly:
How to Set Up an Auto-Reply
Navigate to Settings: Select Settings from the left menu, then click Workshop.
Locate the Section: Scroll down to the Auto reply customers area.
Choose the Message Type: You can create two distinct messages:
- Within opening hours: Useful during peak times or staff training.
- Outside opening hours: Essential for confirming when a Service Advisor will be back online:Write Your Message: Click on the message type and enter your text.
- Example: "Thank you for your message. Our workshop is now closed. A Service Advisor will review your request when we reopen at 08:00 tomorrow."Enable and Save: * Tick the Enable box for the messages you want to use.
- Click Save changes at the bottom of the page.
Language Support
If you support customers across different regions:
Click the plus (+) icon to add the message in additional languages.
Select the star icon next to a language to set it as the Default. This version will be sent if a customer’s language preference is not supported.
How it Works for the Fleet Manager
Direct Delivery: The message appears instantly in the fleet manager's VW Connect Pro chat.
Anti-Spam Logic: To avoid cluttering the chat, the system only sends an auto-reply once per day per user, regardless of how many messages they send you.
Key Takeaways
Managers Only: Basic users can see auto-replies in the chat history but cannot change the settings.
Set Expectations: Use the "Outside opening hours" message to tell customers exactly when they can expect a human response.
Consistency: Enable these settings to ensure a professional digital presence for your workshop 24/7.