Set up the auto-responder
Send an instant acknowledgement when customers write in.
Published 6/12/2026Updated 9/9/2026
AI & Automation
Set up the auto-responder
Send an instant acknowledgement when customers write in.
An auto-responder confirms to the customer that their message arrived and sets expectations on response time — useful at night, on weekends and during sales peaks.
Setting it up
Open the auto-responder settings
Go to Settings → Auto-responder.
Settings›Auto-responder
Write your message and enable the rule
For example: We have received your message and will get back to you within 24 hours.
Writing a good auto-reply
- ·Confirm receipt and give a realistic response window.
- ·Link to your help center for instant self-service: order tracking, returns and sizing answer a large share of inquiries without an agent.
- ·Keep it short — it is an acknowledgement, not an answer.
Good to know
i
The queue is unchanged. The auto-reply does not change the ticket's place in the queue; agents still see and answer everything.
!
Mind marketplace rules. On Amazon, keep auto-replies informational and link-free to respect messaging policies.
Never leave a customer hanging
Write the message, enable the rule, and every new message gets an instant acknowledgement.
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