Care Send Auto-reply Action

The Send auto-reply action element for Care Flow Automations sends automated replies using Account answer templates. The same limitations as described in Reply Options and Limitations in Care Cases apply.

You can only choose from profiles that you have the Community publish permission for. To learn more, see Profile Roles.

If the person who created the flow later loses permission to the profile, the flow becomes view-only to that user but does not become inactive if already active.

You can also select an optional fallback template in case dynamic data in the template is unavailable.

• Reply as
  If it isn’t possible to send the auto-reply as a selected message type, the auto-reply won’t be sent:

  • Direct message

  • Comment

• Answer template
  Select one of your account’s answer templates. When selecting a template, consider the following:

  • These are the templates that you created in Settings -> Answer templates -> Account answer templates. For more information, see Set Up Answer Templates for Community.

  • If the answer template contains dynamic data, the message won't be sent if the dynamic data is not available at the time of sending. You can choose an optional fallback.

  • If the answer template has a Voice of Customer survey attached, the survey is also sent.

Limit auto-reply to 1 reply

Depending on your flow, a customer could theoretically meet the conditions to receive a reply more than once. You can circumvent this problem by building your flow in a way that prevents the flow from sending another reply.

Use case fields and conditions

Create a custom case field that you will use to identify cases that have received an auto reply. For example, reply-sent.

Before the auto-reply action, add a condition that checks to see if the message has the reply-sent case field. After the auto-reply action, add an action that sets the reply-sent field.

Now, if a message already has the case field you specified, an auto-reply will not be sent to that message.

If auto-reply shouldn’t be disabled for this case indefinitely, consider adding additional actions to remove the field once specific conditions are met.