Auto Response Messages, Template Tags & Best Practices
Overview
Auto-response messages play a critical role in setting expectations, building trust, and enhancing the customer experience in any support system. In Smart Support – Auto Responder, well-written auto responses ensure that customers feel acknowledged immediately, receive relevant information, and understand what will happen next—without overwhelming them with unnecessary details. This article focuses on creating effective auto response messages, using dynamic template tags to personalize replies, and applying best practices that prevent confusion, duplicate messaging, or robotic-sounding responses. By following these guidelines, you can deliver automated replies that feel professional, human, and aligned with your overall support workflow.
Writing the Auto Response Message
Use the message editor to define what customers receive automatically.
Keep messages:
- Clear
- Professional
- Informative
- Short and helpful
Available Template Tags
Personalize messages using these tags:
| Tag | Description |
|---|---|
{ticket_number} |
Ticket number |
{ticket_subject} |
Ticket subject |
{customer_name} |
Customer name |
{customer_first_name} |
Customer first name |
{customer_email} |
Customer email |
{department_name} |
Department name |
{site_name} |
Website name |
{site_url} |
Website URL |
{current_date} |
Current date |
{current_time} |
Current time |
Example Auto Response
Common Use Cases
Instant Ticket Confirmation
Confirm that the ticket was successfully received.
After-Hours Auto Reply
Inform customers when support is unavailable and expected response times.
Keyword-Based Help
Automatically respond when keywords like login, password, or billing are detected.
Product-Specific Support
Send instructions related to a WooCommerce product automatically.
Best Practices
- Use priorities to avoid overlapping responders
- Keep keyword lists short and precise
- Separate business-hours and after-hours responders
- Avoid sending overly long messages
- Test each responder before enabling live
Troubleshooting
Auto Responder Not Triggering
Check:
- Responder is enabled
- Schedule matches current day/time
- Conditions are not too restrictive
- License is active
Duplicate Responses
- Review trigger frequency
- Check overlapping auto responders
- Adjust priority settings
Need Help?
Contact support via the Smart Support helpdesk for assistance and updates.