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Auto Reply Rules in Super Inbox

Auto Reply Rules in Super Inbox


Purpose


Auto Reply Rules automatically send email responses when conversations match specific conditions like sentiment (mood) or labels. Use this to handle common scenarios (out-of-office, "not interested") without manual replies, or to acknowledge interested leads instantly while you prepare a personalized follow-up.


Prerequisites


  • Access to Super Inbox
  • Team admin permissions (to configure inbox settings)
  • At least one active sender on your team (for sending auto-replies)
  • Auto-tagging enabled (rules fire after AI categorization completes)


How Auto-Reply Rules Work


  1. A reply arrives in your Super Inbox
  2. SuperSend's AI categorizes it (mood and status)
  3. If you've enabled auto-tagging, labels are applied automatically
  4. Auto-reply rules check if the conversation matches their conditions
  5. If matched, SuperSend sends your pre-written reply from the original sender


Important: Rules fire after auto-tagging, so the conversation must be categorized first. Rules check mood and labels—if both condition types are set on a rule, the conversation must match at least one item from each type (AND logic between types, OR within).



Create an Auto Reply Rule


  1. Open Super Inbox.
  2. Click the Settings icon (⚙️) in the sidebar.
  3. Go to the Auto Replies tab.
  4. Click Create Auto Reply Rule.
  5. Fill in the rule:
  • Rule Name: Give it a clear name (e.g., "OOO Response", "Acknowledge Interest")
  • Trigger Conditions:
    • Mood: Select one or more: Positive, Negative, Neutral, Needs Review
    • Labels: Select one or more custom or system labels
  • Reply Body: Write the email text to send. You can use variables like {{first_name}}.
  1. Toggle Enabled on (the rule won't fire if it's off).
  2. Click Save at the bottom.


The rule is now active. When a conversation matches the conditions, SuperSend sends the reply automatically.



Edit or Delete a Rule


Edit:

  1. Open Super Inbox → Settings → Auto Replies tab.
  2. Click the pencil icon next to the rule.
  3. Update the name, conditions, or reply body.
  4. Click Save.


Delete:

  1. Open Super Inbox → Settings → Auto Replies tab.
  2. Click the trash icon next to the rule.
  3. Confirm deletion.



Enable or Disable a Rule


You can pause a rule without deleting it:


  1. Open Super Inbox → Settings → Auto Replies tab.
  2. Toggle the rule on (purple) or off (gray).


Disabled rules won't send replies, but all settings are preserved so you can re-enable them later.



Rule Conditions (How Matching Works)


Mood (Sentiment)

Select one or more:

  • Positive — "Interested," "Yes, let's chat," "Love this"
  • Negative — "Not interested," "Stop emailing me," "Unsubscribe"
  • Neutral — No strong sentiment, informational replies
  • Needs Review — AI couldn't confidently categorize


Labels

Select one or more custom or system labels. System labels include:

  • Out of Office
  • Bounced
  • Opted Out
  • Interested
  • Not Interested
  • Meeting Booked


Matching Logic

  • If you set only mood, the conversation must match one of those moods.
  • If you set only labels, the conversation must have one of those labels.
  • If you set both mood and labels, the conversation must match at least one from each (AND between types, OR within).


Example:

  • Mood: Positive, Negative
  • Labels: Interested, Out of Office


Fires when:

  • (Positive OR Negative) AND (Interested OR Out of Office)


So a conversation tagged "Positive" + "Interested" would match. A conversation tagged only "Interested" (no mood) would not.



Using Variables in Reply Body


You can personalize auto-replies with Liquid variables:


Variable

Inserts

{{first_name}}

Contact's first name

{{last_name}}

Contact's last name

{{company_name}}

Contact's company

{{email}}

Contact's email address


Example:

Hi {{first_name}},

Thanks for your interest! I'll follow up with more details shortly.

Best,
Team


If the variable is empty, it renders blank (no fallback text).



Example Use Cases


1. Acknowledge Positive Interest Instantly

Rule Name: Instant Interest Acknowledgment

Conditions: Mood = Positive, Labels = Interested

Reply:

Hi {{first_name}},

Thanks for your reply! I'm excited to explore this further with you.

I'll send over some details shortly.

Best,
[Your Name]


2. Handle Out-of-Office Replies

Rule Name: Pause for OOO

Conditions: Labels = Out of Office

Reply:

Thanks for the auto-reply, {{first_name}}. I'll follow up when you're back.


3. Polite "Not Interested" Response

Rule Name: Respectful Unsubscribe

Conditions: Mood = Negative, Labels = Not Interested

Reply:

No problem, {{first_name}}. I've removed you from our list.

Best of luck!



Expected Result


When a conversation matches your rule conditions:


  1. You'll see the auto-reply in the conversation thread (as an outbound message).
  2. The recipient receives the email from the original sender address.
  3. The conversation updates with the auto-reply event.


You can still manually reply to the same conversation if needed—auto-replies don't lock the thread.



Troubleshooting


Issue: Rule doesn't fire even though the conversation has the right label.

Fix: Check if the rule is enabled (toggle should be purple). Also verify auto-tagging is on (Settings → Auto-Tag Settings tab).


Issue: Auto-reply sent to every conversation, not just matching ones.

Fix: Review the rule conditions. If both mood and labels are empty, the rule has no filter and matches everything. Add at least one condition.


Issue: Variable like {{first_name}} shows up as blank.

Fix: The contact record doesn't have that field populated. Variables render empty if the data isn't in SuperSend. Update the contact or adjust the reply to work without it.


Issue: Rule fired but recipient says they didn't get the email.

Fix: Check the sender's deliverability and daily limits. If the sender is paused, disabled, or over quota, the auto-reply won't send. Go to Senders and verify the sender status.


Issue: I want different auto-replies for different teams.

Fix: Auto-reply rules are scoped per team. Each team can have its own rules. Switch to the other team, then create rules specific to that workspace.


Issue: Can I send attachments in auto-replies?

Fix: Not currently supported. Auto-replies are text-only. If you need attachments, reply manually or use a sequence step with attachments.





Updated on: 27/03/2026

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