Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ FAQ/ How Do I Enable the Auto Reply and Non-Workday Reply Functions?
Updated on 2025-11-07 GMT+08:00
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How Do I Enable the Auto Reply and Non-Workday Reply Functions?

After the functions are enabled, emails or SMS messages can be automatically replied to customers based on the configured notification template.

Prerequisites

For the email channel, you have created an auto reply email template and non-workday reply email template. For details about how to create the templates, see 3.

For the SMS channel, you have created an auto reply SMS template and non-workday reply SMS template. For details about how to create the templates, see 2.

Context

Only the email and SMS channels support the auto reply and non-workday reply functions.

Procedure

  1. Configure the auto reply function of the email channel.

    1. Click to enable the auto reply function.
    2. Select an email sending gateway.

      The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the email gateway can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the email gateways under the current OU.

      The default email address of an email sending gateway cannot be the same as the email address of a recipient.

    3. Select a configured auto reply template.

      For the email channel, select an email template.

      The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the reply template can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the reply templates under the current OU.

    4. Select a configured non-workday auto reply template.

      For the email channel, select an email template.

      The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the reply template can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the reply templates under the current OU.

    5. Click Save.

  2. Configure the auto reply and non-workday reply functions of the SMS channel.

    1. Enable the auto reply function.
      1. Click to enable the auto reply function.
      2. Select a configured auto reply template.

        For the SMS channel, select an SMS gateway template.

        The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the reply template can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the reply templates under the current OU.

    2. Enable the non-workday reply function.
      1. Click to enable the non-workday reply function.
      2. Select a configured non-workday reply template.

        For the SMS channel, select an SMS gateway template.

        The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the reply template can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the reply templates under the current OU.

    3. Click Save.

Parent topic: FAQ