Writing a great email auto-reply is all about building trust, managing expectations and delivering the best possible customer service. Here's how to set up your auto-reply and some actionable tips for improving your auto-replies!

Before diving into any tips, you will first need to activate the auto-reply feature. Open up your SendBoard settings and navigate to the 'Templates' tab. Simply check the box to turn on the auto-reply feature, write your auto-reply and click 'Save'.

This auto-reply will be sent out for every new email you receive on the board.

Note: If you have set up an email signature it will not be included in your auto-reply. You will need to add a signature to your auto-reply if you would like to include it.

Acknowledge your customer’s email and thank them for reaching out. Confirmation that your team has received their message and will look into their query as soon as possible can be very reassuring!

Add to that reassurance by providing a turnaround time. Don’t sell your team short with an unrealistic estimate that leaves your customer frustrated! Always aim to overdeliver.

Include your phone number in case your customer needs to escalate their query. You can even use the variable {% referenceNumber %} to include a ticket reference. This will insert the reference number from the top of your customer’s SendBoard email card into your auto-reply. If your customer phones, it will be quick and easy for your team to locate their request.

Save your team some time and effort! Point your customer to potential answers in your help documentation. It can often resolve queries without the need for you to get involved.

Once you’ve put it all together, here’s how your brand new auto-reply might look!

In that case, you will need to update the settings on your server. If you can remove this header from your redirected emails, then the auto-reply should work.