Send Auto Reply action

AI-generated summary

Genesys Cloud's Send Auto Reply action provides automated customer response capabilities based on interaction attributes, enabling organizations to deliver immediate acknowledgments and establish expectations for subsequent interactions. The feature accommodates both custom replies and predefined responses sourced from the Canned Responses library, with message composition available in HTML or plain text formats. Configuration flexibility includes customizable action names, message body content utilizing Output Response Body variables or custom messaging, and reply routing options between Reply to Sender or Reply to All. Users can override default email settings for the From and Reply To fields, provided the override address aligns with the configured route's domain. While the primary recipient cannot be modified, Cc and Bcc recipients support customization through expressions such as MakeEmailAddress() for single addresses or MakeList() for multiple recipients. The action supports attaching response assets including images, audio, video, and files to automated replies. Email configuration operates through expressions and attachments within the Architect workflow system, with email addresses overridable via the MakeEmailAddress() function and multiple recipients manageable through MakeList() expressions combining multiple MakeEmailAddress() calls. The NOT_SET value is not permitted for email fields. Attachments are managed through Expression mode, utilizing functions like FindResponseAsset() to reference media objects, or Literal mode, selecting from the assets library or uploading new files. The system permits up to 10 response assets per action, with individual file size limits of 100 MB, though specific channels may impose additional restrictions on file transfer sizes. Dynamic attachment values require definition through Response Asset variables using the Update Data action. Key operational limitations include one automatic reply per conversation, application restricted to initial emails in threads, and exclusion of automatically generated emails such as out-of-office responses. Genesys Cloud integrates with related Architect features including Detect Intent, Inbound Email Flows, Canned Responses, Get Response, Set External Tag, Evaluate Schedule, and Get External Contact actions.

You can send an email reply to a customer based on the inbound email interaction’s attributes. Set up auto replies to send quick responses to customers to let them know someone in your organization received their email and to set expectations about next steps. You can build a custom reply, or you can use this action with the Get Response action, which pulls predefined from the Canned Responses library. Genesys Cloud sends the automatic reply to the person who originally sent the email. You cannot override the email recipient; however, you can modify the Cc: and Bcc: list. You can also add attachments to the automatic reply message.

Notes:

Sending an email with the Send Auto Reply action is limited to one automated reply per conversation. If an email thread includes multiple replies to and from a customer, the automated reply is only generated for the first email.
Auto-replies are not sent for automatically generated emails. For example, the system does not send an automatic reply for an out-of-office reply.

Custom email replies should be composed in valid HTML or plain text format.

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the email flow structure.
Reply Configuration	Select one of the following: Reply to Sender: Architect only includes the original sender in the To list. The initial Cc list is not included. Reply to All: Architect includes all recipients from the original email in the To and Cc list.
Message Body	Enter the Output Response Body variable you created from the Get Response action, or enter a custom HTML message reply for the email.
Additional options	Expand this section to: Override data retrieved from the email auto-reply, including the address to use in the From field and the default setting for the Reply To field. Add additional email addresses in the Cc: and Bcc: fields. Attach a response asset such as an image, audio, video, or file. Optionally choose to modify: Override From: Replace the email auto-reply’s default “from” address. The override address must match the configured route’s domain. Override Reply To: Replace the email auto-reply’s default “reply-to” address for the route. Additional Cc Addresses: If you select Reply to Sender, this option allows you to add new Cc email addresses to include in the reply. Note: NOT_SET is not allowed. If you select Reply to all, this option allows you to add Cc email addresses to include in the reply, in addition to the existing Cc email addresses. Note: NOT_SET is not allowed. Bcc Addresses: Add Bcc email addresses to include in the email auto-reply. Note: NOT_SET is not allowed. To override any Cc: or Bcc: email addresses, use an expression similar to the following, replacing the email address with the appropriate address for this action: MakeEmailAddress("company@initech.com") To add multiple email addresses, use this expression: MakeList(MakeEmailAddress("name1@email.com"), MakeEmailAddress("name2@email.com")) Add attachments To attach an asset, under Attachments, click the Expression Modes menu and select one of the following options: Expression: Enter an expression to attach a media object or file. For example, `MakeList(FindResponseAsset("thank-you-icon.png"))`. Literal: Use the guided interface to attach an existing asset from your assets library or upload a new asset from your computer. Notes: You can attach up to 10 response assets which Architect stores using a Response Asset Collection. Architect supports attachments of files and media that are up to 100 MB in file size. However, some channels do not support large files. For more information on file attachment sizes supported for each channel, see Is there a size limit for transferring files with ACD Messaging? and Messaging limits. To use a dynamic value for an attachment, define a Response Asset variable using the Update Data action.

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