Skip to main content

Mail auto responder

This setup allows to send an e-mail on new mail arrival.

Here are the steps to setup it

Setup bot which will send an e-mail​

Create a bot and a trigger named New conversation Help/Support

  • Subject - Re: {args.chat.subject}
  • From name - {args.conversation.mailbox.name} just use mailbox name.
  • From e-mail - {args.conversation.mailbox.mail} we want to use mailbox e-mail.
  • Reply to - {args.conversation.mailbox.mail} we want to use mailbox e-mail.
  • Recipient - {args.conversation.from_address} recipient will be the one who e-mail us.
  • Create a copy in a send folder - if you mail server does not create an e-mail copy automatically check this option.

Mail body sample. Pay attention we have here {brand} variable which is variable replaced based on department and is setup in Replaceable variables section.

Hi {args.conversation.from_name},

Thank you for reaching out to {brand}.
We have received your email and will be assigning it to one of our support representatives.

Due to the high volume of incoming email traffic to our site, replies can take up to 24 business hours.

Your case number is {args.chat.conversation_id} for future reference.

Sincerely,

{brand}
Email: {args.conversation.mailbox.mail}

Sample configuration screenshot

Setup webhook event for new e-mail conversation​

  1. Create a new Webhook with event listening to mail.conversation_started
  2. Do not enter any conditions if you do not want.
  3. Choose bot and trigger which will send an e-mail.

Sample configuration. In this configuration we additionally

  • Check that mailbox name would start with help*, support*, vip* one of those prefixes
  • Mail department is not 355.

You can remove those conditions.

How to have different auto-responder for different departments​

Few ways

  • In webhook conditions as per sample have {args.chat.dep_id} = 1 as your condition and have different trigger for each of them.
  • Use Replaceable variables in your trigger body. Preferred way
  • In bot trigger have Check for conditions to proceed and have there condition {args.chat.dep_id} = 1 and have different trigger for each of them.