Enable an autoreply

Learn how to use an autoreply to automatically respond to your customer's first message.

Use an autoreply if you'd like to automatically send your users a message when they email your support mailbox.

Keeping will only send one auto reply per 24 hours per customer. So if your customer emails you 5 times in one 24 hour period, they will only receive one autoreply.

Create Your Automatic Reply

Receipt Confirmations are set on a per mailbox basis, so if you have multiple mailboxes you'll need to set and enable the receipt confirmation for each mailbox. Each mailbox can have up to two auto replies: one that is sent during business hours and another for outside of business hours.

Navigate to the settings page for your mailbox by clicking the "pencil" icon next to your mailbox name.

Click the pencil to access your mailbox's settings.

On your mailbox settings page, scroll to the bottom click the checkbox next to "Enable Automatic Replies", and then enter the message you want to send to your customer.

Enable your receipt confirmation (auto reply) and hit save.

Configure Auto Replies by Business Hours

You may set two different auto replies based on your organization's business hours. After enabling Automatic Replies, choose According to business hours to send an auto reply based on your working schedule.

You may choose whether to send an auto reply during business hours, outside of business hours, or both. Click Enabled or Disabled for each message to configure if a particular message is sent.

Using Variables in Auto Replies

Templates and Auto Replies support the Liquid templating language. You can use Liquid's bracket notation to insert these variables into your templates.

Read more about the Liquid Templating Language.

Customer Information

{{customer.first_name}} = The first name of your customer, if known

{{customer.last_name}}= The last name of your customer, if known

{{customer.full_name}} = The first and last name of your customer, if known

{{customer.email_address}} = The email address of your customer

Mailbox & Ticket Information

{{mailbox.email_address}} = The email address of the current mailbox

{{mailbox.name}} = The name of the current mailbox, as you've defined it in Keeping

{{ticket.id}} = The 10 digit ID of the newly created ticket, for example eq7am42cxs

Default Values for Variables

When a value might be absent, you can assign default values to variables using this format: {{customer.first_name | default: "Customer"}}

IIt's strongly advised to set default values for customer.first_name, customer.last_name, and customer.full_name, as these details might be missing when a customer emails your shared mailbox.

Using variables in an auto reply

Don't forget to hit save when you are done!