Important: Zendesk removed Message for Suite customers on October 30th, 2020. We will announce a later removal date for all remaining Message customers. Where possible, please consider migrating to the Social messaging add-on. As part of the removal process, new Facebook pages can no longer be added to Message accounts.
In Zendesk Message, you can set up auto responders to automatically reply to visitors when your agents are busy, or your operating hours are offline.
There are two kinds of auto responders:
- Idle Responders send responses to your visitors that have been waiting a specified amount of time.
- Offline Responders sends responses to visitors outside of your operating hours (see Setting up operating hours).
Only admins should set up auto responders.
To set up auto responders
- Select the Admin icon, then the channel you would like to set up auto responders for.
- Select a profile.
- Click the Responders tab
- Toggle on the Idle responder setting to enable.
- Edit the following idle responder options:
- The number of seconds after waiting for a response that the message should fire in Idle wait time in seconds. The default value is 300 seconds.
- The content of the idle message you want to send.
- In the Idle Responder Interval field, enter the number of minutes that should pass before an auto response fires a second time. This setting helps avoid bombarding visitors with automatic messages. The default value is 10 minutes.
- If you have set your operating hours, you can use the Offline responder to respond to visitors outside of your operating hours. Set the following offline responder options underneath Offline hours:
- The content of the offline message you want to send.
- The number of seconds between messages.
- Click Save.
11 Comments
bok ljudi
i need help with this urgent.
i just enable the widget to our page, and is sending automatic messages that i haven't set up in english(our clients only speak spanish) how do i turn this off!!!
Hi Mayber,
Sounds like you have a trigger enabled.
You can learn more about triggers here: https://chat.zendesk.com/hc/en-us/articles/212679617-Zendesk-Chat-triggers-resources
If you want to turn off triggers, go to Settings---Triggers in the Chat dashboard.
If you need assistance with this, please email chat@zendesk.com and our support team will help you out.
Thanks,
Ramin
How to differentiate an outgoing auto response emails from zendesk? Upon checking the user and system triggered emails both are having the auto-submitted:auto-generated.
Hey Srinath,
Any chance you could provide a screenshot where it shows both as auto-generated? I just want to make sure we're on the same page.
Thanks!
Email header
{
name: "Auto-Submitted",
value: "auto-generated"
}
Thanks for sharing Srinath,
I see you have a ticket open with our Customer Care team and they'll be best suited to answer your question. I'm going to re-open that ticket so they can follow-up with you there.
Cheers!
Hi,
1) Is there any way to change the "reply to" email for the auto response to the zendesk support emails? We've realized that if the guest does not "reply all" to the auto response, the reply goes to the manager's email instead of updating the zendesk ticket as intended. The "from" email should still be the manager's email address, but when the guest replies it should go to the zendesk support email instead.
2) If we can change the "reply to" email, can the zendesk emails be BCC'd instead of CC'd? This way the guest doesn't see the weird zendesk domain.
Hi,
Is it possible to set up two auto reply emails, each one in different language and send them according to country?
@Akhilesh, you can set up an external email address as your support address so you don't have to use the default Zendesk email that's created when you start an account. You'll also want to set up an SPF record which will get rid of the Zendesk domain that shows up.
@Ingrida, yes you would just need to set up two separate triggers on your account under Admin>Business Rules>Triggers. When creating your trigger, you can use the Requester: Language condition.
I hope this helps!
Was there a resolution to the point made by Srinath Sridharan? We are having the same issue with one of our customers who utilizes Pega Systems. The email header value "Auto-Submitted: auto-generated" is appearing in outbound emails from Support and causing those emails to be rejected.
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