Auto-replies for your shared mailbox

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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.

Using no conditions

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.

Using “Conversation Is Not New” and “From shared mailbox address” as an Exception.

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.

Using your mailbox schedule to trigger an auto-reply message

4. Auto-replies can be created for specific customers using the From Address Condition.

Auto-reply rule with condition based on customer email address

5. Create your auto-reply message from the Actions tab of the rule, click add action and select send message.

Using the Send Message rule action to create your auto-reply

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.

The shared mailbox auto-reply message

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 support@emailgistics.com for assistance.

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