What triggers & conditions work for auto-responder?

Victor

Last updated: 2 July 2025

Auto-responder rules are designed to automatically reply to customer messages based on specific triggers and conditions.

Auto-responder rules require at least one trigger to function. You can choose from the following:

Automatically sends a response when a customer creates a new ticket.

Sends an automatic reply when a customer sends a message on an already assigned ticket.

While triggers are mandatory, conditions are optional. They help you refine when the auto-responder should activate.

If trigger is “When a ticket is created”, the following conditions are available:

Outside business hours
Responds only when your team is outside of its working hours.
Make sure your team’s working hours are configured.
During holidays
Responds only during designated holidays.
Holidays can be managed from the Working Hours settings page.

✅ You can apply one or both of these conditions.

If trigger is “When a message is received”, these following conditions are available:

Outside business hours
Responds only when your team is not working.
During holidays
Responds only during team-wide holidays.
When assigned member is unavailable
Responds only if the assigned team member is currently outside their working hours.
Member availability is based on working hours set in their Preferences.
When assigned member is on leave
Responds only if the assigned member is officially on time off.
Time off is configured from each member’s Preferences.
When assigned group is unavailable
Responds only if the assigned group (team) is outside its defined working hours.
Configure group working hours from the Team Settings > Group’s Page.
During assigned group holidays
Responds only during holidays assigned to the group.
Group holidays are also managed in the Team Settings > Group’s Page.

✅ All conditions can be selected together for precise control.

At least one trigger is required.
Conditions are optional but offer great flexibility.
Make sure working hours, holidays, and user preferences are correctly configured to ensure accurate behavior.

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