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C4C - Reply Customer e-mail automatically

mbetini
Advisor
Advisor
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Hello Experts, I would like to know if it is possible reply automaticaly messages (e-mail) sent by Customer to C4C. The requirement is: when a customer sends an e-mail to C4C, the system needs to send to the Customer a reply automatically informing that their e-mail was received and will be treated. Thanks Mônica Betini

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Assuming you create a ticket for all inbound emails, then I would use a workflow rule.

Object = ticket

Triggering condition = Ticket source is Email

Rule = Email where you can specify the email template and the email recipient (customer)

mbetini
Advisor
Advisor
0 Kudos

Hi Thierry, thanks for your reply!

I had tried a workflow rule with this conditions.

The problem is that nothing happens. Customer does not receive any reply/e-mail.

Thanks

Mônica Betini

Former Member
0 Kudos

Hi Monica,

You need to make sure that in the last step of the workflow rule definition, when you pick "Email" as the action to perform, you also select the correct recipient, "Contact of Account or Individual Account for Ticket".  If the ticket was created properly, i.e. with a customer that has an email address, the customer will receive the automatic email.

Kind regards,

Gab

Answers (0)