Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Automatic replies can acknowledge a new request, while article suggestions help customers find relevant Help Center content.
- Open Support settings.
- Open the automation or reply settings for the channel.
- Enable the automatic reply or article-suggestion option you want.
- Write a short response that sets an accurate expectation.
- Save the settings.
- Test with a non-customer conversation.
Keep automatic replies brief and do not promise a response time unless your SLA configuration supports it. Suggested articles depend on relevant, published Help Center content.