Sending Auto-Acknowledgements

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What is an Auto-Acknowledgement Email?

When your customers send in an email case, you can have an automated response telling them that you have received their question and are working on getting them an answer. This is a great way to make your customer feel that you’re listening. Desk.com allows you to do this with Auto Acknowledgements that are sent at the time that the case or interaction is created.

 

How is this different than a notification?


Auto-Acknowledgements are frequently confused with Notifications, which are used to notify team members or customers of updates to a case after the case has been created. You can read about the differences between Auto Acknowledgments vs Notifications.

 

Creating Automatic Email Acknowledgements

Desk.com comes pre-configured with a default setting to send Auto Acknowledgements. 

  1. Enable the setting by going to Admin > Cases > Rules > Inbound Interaction. Toggle "on" the Send Auto Acknowledgement Email rule.

Note: This rule will send an acknowledgement email to the customer if they had not received one in the last 24 hours.  This rule condition is necessary to prevent "email wars" where two auto- responders keep emailing each other infinitely.  If you wish, you can use other conditions to prevent unlimited back and forth emails, such as a condition that checks for an Interaction Count is equal to 1 (indicating a brand new email as opposed to a reply to an existing case.) 

By default, the rule sends an email that uses the System Default Email Auto Acknowledgement Themes. New themes can be created, as needed.
 


Creating a New Auto-Acknowledgment Theme

  
  1. Go to: Admin > Channels > Email > Auto-Acknowledgements to create a new Theme. 
  2. Click the Add Theme button to add your new theme. Use a combination of basic HTML, Snippets, and Desk.com’s List of Liquid Variables to edit the content of your Auto-Acknowledgement e-mail.
  3. For more information on editing your Auto-Acknowledgement theme, have a look at Customizing your Auto-Acknowledgements.
 

Note: Auto-Acknowledgements are frequently confused with Notifications, which are used to notify team members or customers of updates to a case. You can read about the differences of Auto Acknowledgments vs Notifications in our Support Center.

The feature(s) in this article requires the Standard Plan or above. To upgrade your account, log in to your Admin panel and click "Billing" on the right. See the overview of our pricing plans or reach out to Sales for more info.


Further Reading


Custom Auto-Acknowledgement Theme
Auto Acknowledgments vs Notifications
Customizing your Auto-Acknowledgements