Auto Reply

Feature Overview

Auto Reply sends a template when a new buyer message matches your rules—useful for greetings and standard policies.

Path: AI Customer Service > Rules > Auto Reply
URL: Auto reply

How to Use

1. Create rule, name it, and enable it.
2. Set conditions (channel, subject/body keywords, sentiment).
3. Set the action to a mail template.
4. Save. Start on a small channel set, then expand.

Bind support mailboxes first. Templates: Email templates. Field reference: Rules overview.

FAQ

Q1: Duplicate with agent replies? Prefer “only if unreplied” (or equivalent) and keep complaints on high priority for humans.
Q2: Not firing? Check enabled status, channel filter, mailbox binding, and conditions.