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Setting up automatic responses in Mail Triage
Setting up automatic responses in Mail Triage

Users with access to Mail Triage can configure a mail agent to send replies to inbound emails

Written by Raymond Carrel
Updated over a week ago

This feature is part of the Mail Triage application, which is a chargeable service offered by The Layer.

For more information on the Mail Triage feature, check this article.

Should you require any further details or are interested in this feature, please contact us.

Automatic Responses are sent via Mail Agents, so the first thing you need to do is to access the Mail Agent you want to set up the Auto Response for. Go into the Settings zone, click on Mail Agents and access the Mail Agent you want to work with. In our example, we are going to set up the Auto Response for the Layer Support Mail Agent.

N.B.: If your mail agents have more complex set up and specific rules which are set up via 'Functions' (scripts) please speak to your Account Manager to request any auto-response changes to ensure this is configured correctly for your instance.

Automatic Responses are sent via mail agents. These can be managed from Settings - Mail Agents.

Here you can find the mail agent you want to work with, and click on its name. This will allow you to edit the settings.

Tick the Exchange Triage option for the mail agent. This requires you to have a free license available.

You can then enable Auto Response for the agent, and enter a standard subject name and text for the acknowledgement email. As indicated, entering the string {subject} will cause the original email's subject to be included.

You should then create a template for the body text. Basic text editor options are provided. You can also use the </> button if you want to create a more advanced template, or if you already have template HTML to paste in.

Once this is complete, make sure to Save.

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