Auto-replies for your shared mailbox
Auto-replies can be a helpful way to communicate with your customers and when working properly, they provide better customer service by setting expectations for when they will hear from you. But auto-replies need to be handled with care, to avoid a customer service disaster like a mail loop, which is simply auto-reply messages bouncing back and forth creating 100’s or even 1000’s of messages in you and your customers inboxes.
Emailgistics rules allow you to create an auto-reply for your shared mailbox that’s just right for your team. Here are some common examples:
1. The most common option is to set no conditions for your auto-reply rule. Important: When using an auto-reply rule with no Conditions you must add “Conversation is not new” as an Exception to prevent a mail loop.
2. For added protection against mail loops it is also recommended that you add the shared mailbox address as a “From” Exception to any auto-reply rule.
3. Separate auto-replies can be configured based on whether a customer contacts you inside or outside the mailbox’s hours of operation. For example, if a message arrives inside your mailbox schedule you may wish for that auto-reply message to be tailored as a simple acknowledgement. On the other hand, if a message arrives outside of your mailbox schedule you may want your auto-reply to contain more detail, like who to contact in case of a critical issue.
4. Auto-replies can be created for specific customers using the From Address Condition.
5. Create your auto-reply message from the Actions tab of the rule, click add action and select send message.
You can edit your message to include any email addresses you would like cc’d or bcc’d on the auto-reply and use variables in the subject and body to use details from the customer’s message like their subject line, name or email address.
Now you can create auto-replies for specific customers, timeframes and other scenarios your shared mailbox may face.
If you have any questions or need help setting up an auto-reply rule for your shared mailbox, please don’t hesitate to contact firstname.lastname@example.org for assistance.