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Setting up the Auto-Responder and Office Hours

Note: Parts of this feature are only accessible to Account Admins and Owners only.
Note: This feature is only accessible to Account Owners only.

You can customize your Mailbox to send an auto-response to customers. This is a great way to let customers know when to expect a reply from your staff.

Setting up the Auto-Responder

To set up the Auto-Responder, go to the Auto-Responder settings section within your Mailbox.

Once you're there, set "Toggle auto-responses" to "ON". Then, add the subject and reply for your auto-response.

DoneDone currently provides two variables you can use within your response:

  • Customer Name - This will be replaced by the full name of the customer when the auto-reply is sent back to them. The customer name is derived from the name provided in their original email sent to DoneDone.
  • Reference Number - This will be replaced by the Conversation # when the auto-reply is sent back to them. A customer does not need to know the conversation # (as all correspondences are sent as regular email to them). However, if you provide phone support as well, having the reference number at hand will help your customer and phone support staff more quickly find the original email conversation.

Setting up Office Hours

You may only want to send an auto-response after regular office hours. This way, your customers will know not to expect an immediate response until the next business day.

To do this, set "Send after office hours only" to "ON". Then, choose your timezone and fill out your office hours and click "Save Changes" when you're done.

Now, DoneDone will only send an auto-response to a customer if they send an email to this Mailbox outside of the office hours specified.

Lastly, we only send one auto-response to a customer per hour. In other words, if someone sends four different emails to your Mailbox within one hour, they will only get one auto-response (to the first email they sent). This way, the customer isn't bombarded by auto-responses if they send multiple emails in a short time span.

By 
Ka Wai Cheung
Last updated: 
April 20, 2021