Auto-responses send a first reply when a customer starts a new conversation. Rules are checked from top to bottom; the first matching channel rule sends.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Auto-responses send a first reply when a customer starts a new conversation. Rules are checked from top to bottom; the first matching channel rule sends.
Auto-response rule with channels, message, delay, and help article suggestions in the Atlas demo workspace.
Create a rule
- Open Settings → Auto-responses and select Add rule.
- Give the rule a name and set it to Active.
- Select one or more Channels: Chat, Email, Slack, or API. Chat includes widget, help center, and portal conversations.
- Enter the Message. You can use
{{customer.name}}and{{customer.email}}to personalize it. - Choose a Delay: immediately, one minute, five minutes, or fifteen minutes.
- Turn on Suggest relevant help articles if the reply should include published articles matching the customer's question.
- Move the rule up or down to put it in the intended order.
- Select Save changes.
An active rule requires a message and at least one channel. A delayed auto-response is skipped if a teammate replies before the delay ends.
Verify the response
Start a new test conversation through a selected channel. Check that the expected rule sends once, the placeholders resolve, and any suggested links lead to useful published articles. Also test an earlier rule that matches the same channel to confirm the order behaves as intended.
Keep the acknowledgement brief. Only promise a response time that your team can meet.