Confirm receipt of customer emails by enabling auto-reply confirmation and ticket numbers.

When a customer emails you, an auto-reply confirmation is sent, which can include:

• Expected response time
• Business hours
• Alternative contact options
• A case/ticket number (if enabled)

How to Enable Auto-Reply Confirmation

1. Click the menu button (three horizontal lines).
2. Select Settings for the relevant communication channel.
3. Choose Auto-Reply Confirmation & Ticket Numbers.
4. Check the box for Enable Auto-Reply Confirmationand enter:
   • Subject line in the response
   • Message content

Using Dynamic Shortcodes

To personalize the auto-reply, use shortcodes that automatically insert information:

• {title} → Adds the subject line from the customer’s email
• {text} → Includes a copy of the customer's email
• {name} → Inserts the customer's name
• {ticket} → Adds a case/ticket number (ticket numbers must be enabled separately)

Enabling Ticket Numbers

This is also where you activate ticket numbers, which will be included in the auto-reply if enabled.

Exceptions

You can exclude specific email addresses from receiving an auto-reply. This is useful for internal emails sent to your Kundo inbox.

To set exclusions:

• Enter the email addresses that should not receive a confirmation.
• Use an asterisk (*) as a wildcardto exclude broader domains.
  • Example: *@company.com will exclude all emails from company.com.