Configuring Auto-Acknowledgement Node

Use this node to automatically send acknowledgements for incoming emails. Auto-acknowledgement are emails that are sent to customers when conditions set in the auto-acknowledgement node are met. Create the content for these auto-acknowledgements in the form of articles in the Knowledge Console. Then, configure the conditions under which auto-acknowledgments are to be sent to customers. Administrators can configure a set of rules, and for each rule, configure a different auto-acknowledgement.

In a workflow, if both an auto-acknowledgement and an auto-reply have been configured, and both of them qualify to be sent, then only the auto-reply is sent to the customer and the auto-acknowledgement is discarded.

This node is not available in inbound social workflows.

To configure an auto-acknowledgement node:

  1. On the Properties page, on the Diagram tab, add the Auto-acknowledgement node in the Workflow Editor.

  2. In the Auto Acknowledgement Rule Configuration window, provide the following details.

    1. In the Name field, provide a name for the node.

    2. In the Rule Name field, provide a name for the rule and press the Enter Key. Select the rule name to configure the rule properties.

    3. Select one of the following options:

      • This rule is always true

      • This rule is true under the following conditions

If you have selected the This rule is true under the following conditions option, configure the conditions when the rule is true.

auto ack

    1. Next, select the articles to be sent as an auto-acknowledgement if the conditions configured in the rule are met. Click the Select Article button and from the Select Article window select articles for auto-acknowledgement. You can select multiple articles and configure the order in which they should appear in the reply. When the auto-acknowledgement is sent, all the selected articles are combined together in the order they are selected and sent out as one email.

Likewise, you can create multiple rules.

Auto-ack select article

    1. If you have created more than one rule, use the Move Up and Move Down button to change the order of the rules.

    2. You can now set an alternate from email address to send auto-acknowledgement responses. Click the checkbox next to the Set alternate from email address setting and select an alias from the dropdown.

      set alt email address.

    3. Lastly, you can also send an auto-acknowledgement if no rules are found true. Select the If no TRUE rule is found, then send this article option, and select the articles to be sent as auto-acknowledgement. Click the Select Article button and from the Select Article window select articles for auto-acknowledgement.

  1. Click the Done button to close the window.

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