Case auto-response rules
Key Takeaway
Case auto-response rules email a customer automatically when a case is created. Only one rule can be active at a time. The rule stops at the first entry the case matches, so each new case gets one auto-response at most.
Case auto-response rules automatically email a customer who submits a case, and they choose the email template based on the case's details. A common use is a quick confirmation that someone at your company received the customer's inquiry, so a rep doesn't have to write each first reply.
Where case auto-response rules apply
An auto-response rule automatically sends an email reply to a case or lead submission, based on the record's attributes. Case auto-response rules apply to cases submitted through:
- A Web-to-Case form
- An Email-to-Case message
- An On-Demand Email-to-Case message
- The Customer Portal
- A Self-Service portal
Lead auto-response rules are separate and cover leads captured through a Web-to-Lead form.