Setting Up Auto Response

Auto response is a feature that sends an automatic response to a customer based on the natural language processing (NLP) analysis of an incoming email. The response that is sent to the customer contains a default solution or template, can contain a greeting or closing template, and can be in plain text or HTML format. For the default greeting or closing, and HTML or plain text settings, the auto response feature uses the Input Argument of the response group. The argument can be configured as follows.

If you choose to use the auto response feature, you must add a threshold value to the appropriate categories. A threshold is an integer value in the range 0-99 that represents the confidence level that must be reached before an auto response is sent. For example, if you want to send an auto response to a customer when a category associated with the incoming email has a confidence level of 90% or greater, set the auto response threshold to 90. When a category associated with an incoming email receives a confidence level of 90% or greater, an auto response message is sent.