**Please note that this feature is only available on paid plans and not available to trial accounts.**
An auto-reply lets your customers know that you've received their message, and will get back to them shortly. When a customer sends you an email, Groove will send an auto-reply message to the customer immediately confirming receipt of their email. This auto-reply will only trigger on the first message of a new conversation -- if the customer is replying to an existing conversation, the auto-reply will not trigger multiple times.
Enabling or editing the auto-response
By default, Groove does not turn on an auto-response when a new mailbox is created. To add or edit the auto-reply message, go to your Settings > Conversations > Mailboxes.
To enable your auto-response simply toggle the on/off button to on. Groove starts you off with a standard reply. You can edit the reply, or make any changes to the message you'd like.
Auto-Reply Variables
A selection of variables are supported in both the subject and body of your auto-reply message. These variables will automatically insert certain details into your auto-reply message whenever it triggers.
Name | Variable | Description |
---|---|---|
Conversation subject | %{subject} |
Inserts the subject line of the customer's email |
Conversation number | %{ticket_number} |
Inserts the conversation number |
Conversation contact full name | %{contact_full_name} |
Inserts the first and last name of the customer |
Conversation contact first name | %{contact_first_name} |
Inserts the first name of the customer |
Conversation contact last name | %{contact_last_name} |
Inserts the first name of the customer |
Conversation contact company name | %{company_name} |
Inserts the customer's company name |
Conversation contact email | %{contact_email} |
Inserts the customer's email |
Agent full name | %{agent_full_name} |
Insert the agent's full name |
Agent first name | %{agent_first_name} |
Insert the agent's first name |
Agent last name | %{agent_last_name} |
Insert the agent's last name |
Conversation comment | %{comment} |
Inserts the body content of the customer's message |
Organization name | %{organization_name} |
Inserts the organization name from your account settings |
Mailbox name | %{mailbox_name} |
Inserts the mailbox name |
Mailbox email | %{mailbox_email} |
Inserts the email address of the mailbox |
Once you've filled in all the details remember to click on the Save Mailbox button when you’re finished.