**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
- Company Name - %{company_name} inserts the company 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
- Company Name - %{company_name} inserts the company 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.