**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. 

Subject Variables

  • Ticket Subject - %{subject} inserts the subject line of the customer's email
  • Ticket Number - %{ticket_number} inserts the ticket number
  • Organization Name - %{organization_name} inserts the organization name from your account settings
  • Mailbox Name - %{mailbox_name} inserts the mailbox name

Body Variables

  • Ticket End User - %{end_user} inserts the first and last name of the customer
  • Ticket End User First Name - %{end_user_first_name} inserts the first name of the customer
  • Ticket Creator - %{creator} inserts the name of the ticket creator
  • Ticket 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.