Reply handling

Apex handles the replies to your campaigns. It deals with whatever it can, and where a human decision is needed, it gives the right colleague a task. You can see the rules under Reply handling in the left-hand menu and change them with Apex in the chat.

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One question about the rules and one change. Apex shows what it deals with itself and what becomes a task, then moves the postponers into the follow-up campaign.

Several requests at once

In one sentence you can ask about the rules and ask for a change as well. Where approval is needed, Apex shows it on a card.

What happens: Apex tells you the current setting, then shows the change on a before-and-after card. If there is no follow-up campaign yet, it first discusses the letters with you and writes the campaign.
Where it shows: In the chat, on the change card; afterwards under Reply handling.

With a paid planWith approval

What Apex takes care of

You usually have nothing to do with these: Apex handles them by the rules, and the campaign either continues or stops.

How do you handle incoming replies?

What happens: Apex checks your company's rules and sums them up by group: for a bounced letter it looks for a new address at the same company; it does not count out-of-office messages and automatic acknowledgements as replies, so the campaign continues; it carries out an unsubscribe immediately; if the letter was forwarded to a colleague, it moves the campaign on to the new address.
Where it shows: In the chat. Under Reply handling in the left-hand menu, on the What I take care of tab.

What happens: Apex excludes the address and looks for a new one at the same company. If it finds one, the campaign continues there with the first letter; if there is no other address, it excludes the company as unreachable.
Where it shows: Under Reply handling, on the What I take care of tab.

What happens: Apex excludes the company immediately, no more letters go to it, and it briefly confirms the request. It handles a request to delete data the same way. In the case of a legal threat or wrong targeting, it also creates an urgent task.
Where it shows: Under Reply handling, on the What I take care of tab.

Rules marked Always runs cannot be switched off: they protect the sender's reputation, and unsubscribe requests must always be honoured.

What happens: Apex sends an automatic letter in two cases: to confirm an unsubscribe and to thank someone for forwarding. The letter is put together sentence by sentence from several variants, in the sender's language, and goes out in the sender's name.
Where it shows: Under Reply handling, beneath the rule: The email I send in this case.

What becomes a task

Where a human decision is needed, Apex creates a task, with a short description written from the letter.

What happens: Apex tells you what becomes a task: interest, a rejection, an objection or complaint, a support question if the company is already a customer, a postponement, an internal letter in the campaign thread, an unclear reply, a letter from an unknown sender, and a reply outside an active campaign. Interest and a reply outside an active campaign become a task due the same day.
Where it shows: Under Reply handling, on the What becomes a task tab.

What happens: The task goes to the company's owner; if there is none, to the sender's responsible person; if there is none either, to the company's Superuser. For a prospect, Apex takes the company out of the campaign, gives it an owner if it has none yet, and saves the contact.
Where it shows: Under Reply handling, in the Who gets the task section. The person responsible sees the task under Tasks.

What happens: Apex writes the task description from the letter on its own. It writes a draft reply on request, because for that it also reads the earlier history; it shows the letter on an editable card, and the letter goes out only after your approval.
Where it shows: In the chat, on the letter card. On the task, you can also ask for it with the Write the reply button.

With approval

What happens: A rejection can rest on a misunderstanding. No more letters go to the company, and the task is there for you to look into the reason and reply according to your own objection handling: if it was a misunderstanding, the company may still become a prospect.
Where it shows: Under Reply handling, on the What becomes a task tab.

Postponing replies

You can choose how 'get back to us later' replies are handled: they become tasks, or they go into the follow-up campaign.

Don't turn the 'later' replies into tasks, let's write to them again in a few months.

What happens: Apex shows the change on a before-and-after card and switches it once you approve. If there is no follow-up campaign yet, it first discusses with you when and what to write, writes the campaign, and only then changes the rule.
Where it shows: In the chat, on the change card. Afterwards under Reply handling: How I handle it, Follow-up campaign.

At the third postponing reply, Apex asks once on its own whether to handle them with a campaign. If you say no, it does not ask again, but you can request it at any time later.

With a paid planWith approval

What happens: Apex asks for approval on a card, then moves into the campaign the earlier postponers that are still waiting as tasks, and tells you how many it moved.
Where it shows: In the chat, on the approval card.

With a paid planWith approval

What happens: Apex shows the reversal on a card as well; once you approve it, postponers become tasks again. You can also ask for it with the Restore button on the approved change card.
Where it shows: In the chat.

With approval

The rulebook

One rulebook per company, the same for every sender. Only the responsible person and the language of the letters differ from sender to sender.

What happens: Apex tells you that you can see it under Reply handling in the left-hand menu, on two tabs: What I take care of and What becomes a task. If your company has a sender marked for quote requests, the third tab is Quote requests.
Where it shows: Under Reply handling in the left-hand menu.

What happens: Today one thing can be changed: how postponing replies are handled. If you ask for something else, Apex tells you so, passes your request on to the Trendizz team in your own words, and promises no date.
Where it shows: In the chat.

What happens: If the mailbox's responsible person has used up their weekly allowance and there is no Extra usage, receiving and sending letters is paused: in that time Apex does not read or handle the replies. Nothing is lost: after a top-up, it first reads in and sorts the letters, then carries on by the rules.
Where it shows: In the chat.

What happens: The numbers are in the weekly summary: how many replies came in, how many Apex dealt with, and how many became tasks. Reply handling shows the rules.
Where it shows: In the weekly summary of the morning report.

Good to know

The decision is always yours

Wherever approval is needed, Apex shows the card, and only carries it out after you click.

It only works from what it has

Apex tells you what's on the record and in the correspondence. If there's no data on something, it says so.

Another team's company

If another team within your company is working with a company, Apex flags it as taken, and doesn't say who's handling it.

In your own words

You can write to Apex in your own words. The example prompts work verbatim too, but it understands your own phrasing just as well.

Try it free.

Ask Apex. It answers in your own account, tailored to your company.

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