Home → Admin Manual → Automated Actions → Trigger-Based Auto-Replies

7.2. Trigger-Based Auto-Replies

The advantage of trigger-based auto-replies is that you can add extra conditions to enhance functionality (compared to other mail rules and other auto-reply functionalities).

For example, you could define two triggers to send different auto-reply text to customers contacting you via two different Email Mailboxes. You can also add conditions to the triggers which exclude sending auto-replies to inbound new messages from senders containg "noreply" or "no-reply" in the email address. You can even set up a separate trigger to immediately trash incoming requests received from "noreply" or other specific email accounts.

See Defining Triggers for more on trigger configuration.

Things to keep in mind if electing to create trigger-based auto-replies:

• Only run once, when a new request is created.
• Don't preclude the need for New Request Loop Protection configuration.
• Before adding, review any existing user mailbox-level auto-replies (reactive to trigger conditions) to prevent customers from receiving duplicate new request notifications.
• The message content for trigger-based auto-replies is defined in the trigger actions, rather than in the Auto-Reply email templates associated with particular Email Mailboxes.
• Because trigger-based auto-replies get their message text from trigger actions, the message text passes through the Public Notes to Customers Email Template (or External Notes Email Template), expanding in the location of the {message} placeholder within the respective template's definition.