Is it possible to send automated replies for inbound emails for emails containing specific keywords?

Question

Hello. I would like to know if it's possible to set automated replies for inbound emails for emails containing specific keywords. Example: If a user is emailing us to delete his account and has the keyword "delete account" on that email, so we would like to automatically send the user an email, explaining the process to delete the account.

Dan Allen · Accepted Answer

Hi All,There’s a further solution here now too. Rather than having to set up inbox rules (which don’t allow for outbound replies to be sent), or the “Auto Reply Beta” (which is static and cannot be changed based on the content of the inbound email, you can now set up custom replies for different query types.(below example is only a guide and is therefore only rough)To do this, create a new workflow using the “Auto-reply to emails with expected reply time” template:Next, in your branch, enter “if message content contains...” and enter as many variations of the query as relevant (eg cancel order, cancellation, order no longer needed, I don’t need my order etc)Add your path’s and select “message” to write your email response:IMPORTANT - this workflow overridesany of your inbox rules (eg any rules that assign emails to specific queues), if you need these rules to remain active it s best to bake them into your workflow. Do this by clicking “+” under your message and select “assign” or “tag” etc

Diana Tripac · Answer

Hi @Dan Allen,great insights, thanks so much for sharing that with other users! 🙌

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