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13.7. Trigger-Based Auto-Replies

Although not a part of the New Request Loop Protection settings, Trigger-based Auto-Replies can be set up to automatically reply to customers when a request is created, so the auto-replies only get sent for new incoming requests which don't contain the Request ID appended to the subject line. The advantage of trigger-based auto-replies is that you can add extra conditions to enhance functionality. 

For example, you could define two triggers to send different auto-reply text to customers contacting you via two different Email Mailboxes. You can also add conditions to the triggers which exclude sending auto-replies to inbound new messages from senders containg "noreply" or "no-reply" in the email address. You can even set up a separate trigger to immediately trash incoming requests received from "noreply" or other specific email accounts.

Things to keep in mind if electing to create trigger-based auto-replies:

• Trigger-based auto-replies don't preclude the need for New Request Loop Protection configuration.
• Users electing to set up trigger-based auto-replies should disable mailbox-level auto-replies (at least on mailboxes configured within the trigger conditions) to prevent customers from receiving duplicate new request notifications.
• The message content for trigger-based auto-replies is defined in the trigger actions, rather than in the Auto-Reply email templates associated with particular Email Mailboxes.
• Because trigger-based auto-replies get their message text from trigger actions, the message text passes through the Public Notes to Customers Email Template (or External Notes Email Template), expanding in the location of the {message} placeholder within the respective template's definition.