Cloud For Customer: auto-reply to unknown contact

[neehcs]

Hi,

What we would like to accomplish is quite simple: Regardless if a person who sends us an e-mail is known in our system or not, he/she should always receive an auto-reply to confirm that a ticket is created.

Our e-mail Channels are set correctly, so if an unknown contact (e.g. a new prospect) sends us an e-mail it will turn into a ticket. But so far, we have not found a way to send this person an auto-reply to confirm that the ticket has been created. Such automated workflow seems only to be possible for known Contacts in C4C.

Any suggestions for solving this issue would be highly appreciated!

Thanks in advance,
Jasper

[former_member355484]

Dear Jasper,

This depents on what email scenario you are using.

For B2C if the email address is unknown, a new individual customer will be created and therefore the workflow rule should be triggered successfully.

If you are using a B2B scenario and the email address is not recognized, then the email goes to the un-associated emails view. From there, you can create a new ticket and the workflow will be triggered afterwards.

Regards,

Paula