Auto-responses send the first reply when a customer starts a new support conversation. Use ordered rules to acknowledge the request immediately or after a short delay, personalize the message, and optionally include relevant published help articles.

Before you start

  • Support Suite must be available in your workspace.
  • Publish the help articles you want Userorbit to suggest.
  • Decide which channels need an automatic first reply.

Create an auto-response rule

  1. Go to Settings > Auto-responses.
  2. Select Add rule and give the rule a clear name.
  3. Choose one or more channels: Chat, Email, Slack, or API. Chat includes widget, help center, and portal conversations.
  4. Write the reply. Use {{customer.name}} or {{customer.email}} to personalize it.
  5. Choose whether to send immediately or after 1, 5, or 15 minutes.
  6. Turn on Suggest relevant help articles if the reply should include matching published articles.
  7. Enable the rule and select Save changes.

How rules are evaluated

Rules are checked from top to bottom. The first enabled rule matching the thread's channel sends. Use the arrow controls to change priority. A delayed reply is skipped if a teammate responds before the delay ends.

  • Use one focused rule per channel group when the wording or response time differs.
  • Keep the message useful even when no help article matches.
  • Start with a delay if teammates often respond immediately.

Troubleshooting

  • If Save changes is disabled, every enabled rule needs a message and at least one channel.
  • If the wrong reply sends, move the more specific rule above broader rules.
  • If article links are missing, confirm matching help articles are published.

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