> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.supersend.io/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # 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 can match on sentiment, labels, reply text, contact status, and engagement flags. Use **Match Logic** to choose how multiple condition types combine (see [Matching Logic](#matching-logic) below). --- ## 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") - **Campaigns (optional):** Leave all unchecked to apply the rule to **every** campaign on the team. Select one or more campaigns to **only** run this auto-reply when the conversation is linked to a contact who belongs to one of those campaigns (same `Campaign` as on the contact record). - **Trigger Conditions** (set at least one): - **Match Logic:** **Match All Conditions** (default) — every configured condition type must match. **Match Any Condition** — the rule fires if **any one** configured condition type matches (e.g. reply contains `TRAINER` **or** mood is Positive). - **Mood:** Select one or more: Positive, Negative, Neutral, Needs Review - **Labels:** Select one or more custom or system labels - **Reply contains:** Text that must appear in the prospect's latest reply (case-insensitive; HTML is stripped). Example: `pricing`, `out of office`, `not interested` - **Contact status:** Match the linked contact's status after AI categorization (Interested, Meeting Requested, etc.) - **Marked as replied:** Only match when the linked contact is marked as replied - **Lead activity:** Match when the contact has opened, clicked, or replied (any checked activity can match) - **Reply Body:** Uses the **same rich email editor** as Super Inbox replies (formatting, links, snippets, meeting links). Use the **variables** menu (`{ }` icon) to insert contact, sender, and campaign custom fields, or type `{{field_name}}` manually. Select campaign(s) on the rule to see that campaign's custom fields in the menu. - **CC / BCC (optional):** Comma-separated email addresses to copy or blind-copy on every auto-reply for this rule (for example an AE, CRM archive address, or ops inbox). Invalid addresses are ignored on save. - **Attachments (optional):** Click the paperclip in the reply editor to attach files (same 25MB per-file limit as manual inbox replies). Attached files are sent with every auto-reply that matches the rule. 6. Toggle **Enabled** on (the rule won't fire if it's off). 7. 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** ### Reply contains Match the **latest inbound reply body** from the prospect. Matching is case-insensitive and ignores HTML formatting. **Examples:** - `out of office` — OOO auto-replies - `pricing` — send a pricing FAQ - `not interested` — polite close-out ### Contact status Match the linked contact's **status** (interest field) after AI categorization. Select one or more statuses such as Interested, Meeting Requested, or Not Interested. ### Marked as replied When enabled, the linked contact must have **replied = true** on their contact record. ### Lead activity Match engagement on the linked contact. Select one or more: - **Opened email** — contact has opened at least one email - **Clicked link** — contact has clicked a link in an email - **Replied** — contact has replied (same `replied` flag as sequences) ### Matching Logic **Match Logic** controls how multiple condition types combine: | Setting | Behavior | | ---------------------------------- | ------------------------------------------------------------------------------------------------ | | **Match All Conditions** (default) | Every configured condition type must match (AND between types). Existing rules use this setting. | | **Match Any Condition** | At least one configured condition type must match (OR between types). | **Within each condition type**, matching is always OR — e.g. mood Positive **or** Negative; labels Interested **or** Out of Office. #### Match All Conditions (AND between types) If you set **multiple condition types**, the conversation must match **at least one from each type**. **Example (mood + labels):** - Match Logic: Match All Conditions - 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. #### Match Any Condition (OR between types) If you set **multiple condition types**, the conversation needs to match **only one** of them. **Example (reply text + mood):** - Match Logic: Match Any Condition - Reply contains: `TRAINER` - Mood: Positive **Fires when:** The prospect's reply includes "TRAINER" **or** the conversation mood is Positive (even if the other condition does not match). This is useful when you want alternative triggers — e.g. keyword match **or** positive sentiment — without requiring both. #### Single condition type If you set **only one condition type**, both match modes behave the same way. **Example (reply text only):** - Reply contains: `pricing` **Fires when:** The prospect's latest reply includes "pricing" (or "PRICING", etc.), regardless of mood or labels. **Example (status + lead activity, Match All Conditions):** - Match Logic: Match All Conditions - Contact status: Interested - Lead activity: Opened email **Fires when:** The linked contact is marked Interested **and** has opened an email. --- ## Using Variables in Reply Body Use the **variables** button (`{ }` icon) in the reply editor toolbar to insert common fields. Values are filled from the **contact linked to the conversation** when the auto-reply sends. | Variable | Inserts | | ------------------ | ----------------------- | | `{{first_name}}` | Contact's first name | | `{{last_name}}` | Contact's last name | | `{{company_name}}` | Contact's company | | `{{email}}` | Contact's email address | **Custom fields** (for example `{{headcount}}`) appear in the menu when you select one or more **Campaigns** on the rule — the list comes from each campaign's contact field settings, not from individual contact records. If the rule applies to all campaigns (no campaigns checked), use standard fields from the menu or type custom `{{field_name}}` tokens manually. You can also use Liquid syntax in the body (same as campaign emails). **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:** Reply contains `out of office` (or Labels = Out of Office) **Reply:** ``` Thanks for the auto-reply, {{first_name}}. I'll follow up when you're back. ``` ### 2b. Pricing inquiry auto-reply **Rule Name:** Pricing FAQ **Conditions:** Reply contains `pricing` **Reply:** ``` Hi {{first_name}}, Thanks for asking about pricing. [Add your pricing summary or link here.] Best, Team ``` ### 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. If the rule has **CC** or **BCC** addresses, those recipients are copied on the same auto-reply. 4. 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. --- ## Testing Auto-Replies You can verify a rule without activating a large campaign: 1. Add your personal email as a **contact** in the campaign (leave the campaign inactive if you want). 2. Open a sequence email step and click **Send Test Email**. 3. Set **To** to that same personal address (use **Load from Contact** so it fills in). 4. Send the test, then reply from that inbox with content that matches your rule (keyword, mood, or label). 5. Confirm the rule is enabled and auto-tagging is on. Leave **Campaigns** empty on the rule, or select this campaign. SuperSend links your reply to the contact from the test send, then runs categorization and auto-reply rules as usual. Test sends are marked internally so they do not inflate campaign send stats. --- ## 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). If the rule has multiple condition types, check **Match Logic**: **Match All Conditions** requires every type to match; switch to **Match Any Condition** if you only need one trigger to fire. **Issue:** I want to test an auto-reply without activating a large campaign. **Fix:** You do **not** need to turn the campaign on. Use campaign **Test Email** so SuperSend can match your reply: 1. Add your personal email as a **contact** in the campaign (the campaign can stay inactive). 2. Open the sequence email step → **Send Test Email**. 3. Put that same personal address in **To** (or load the contact so To fills in). 4. Send the test, then **reply** from that inbox with text/mood that matches your rule. 5. Confirm the rule is **enabled**, auto-tagging is on, and **Campaigns** on the rule is empty (all campaigns) or includes this campaign. Do not use a random To address that is not a contact in the campaign — Test Email only links replies when the To address matches a campaign contact. **Issue:** Auto-reply sent when only one of several conditions should have triggered. **Fix:** Review **Match Logic**. **Match Any Condition** fires when any configured type matches; use **Match All Conditions** if every type must match. **Issue:** Auto-reply sent to every conversation, not just matching ones. **Fix:** Review the rule conditions. If every condition type is empty, the rule is dropped on save. Add at least one trigger (mood, label, reply text, status, etc.). **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:** I want different auto-replies (or phone numbers) per campaign on the same team. **Fix:** Create separate rules and use **Campaigns** on each rule: check only the campaign(s) that rule should apply to. Leave **Campaigns** empty on a rule if it should run for all campaigns. The match uses the contact linked to the thread; if there is no linked contact or the contact has no campaign, a campaign-scoped rule will not run. **Issue:** Can I send attachments in auto-replies? **Fix:** Yes. When editing a rule, use the paperclip in the **Reply Body** editor to attach files (up to 25MB each). The same file(s) are included on every send for that rule. Per-contact dynamic attachments (custom variables) are not supported—use a sequence step if you need those. **Issue:** Can I CC or BCC someone on auto-replies? **Fix:** Yes. When editing a rule, fill in the **CC** and/or **BCC** fields with comma-separated email addresses. Those recipients are included on every auto-reply sent by that rule. This is separate from the team **Default BCC** setting, which only applies to campaign outbound emails. --- ## Related Articles - [Labels, Filters, and Saved Views](https://help.supersend.io/en/article/labels-filters-and-saved-views-1i53xar/) - [Super Inbox Overview](https://help.supersend.io/en/article/super-inbox-overview-bm8u0u/) - [Work Conversations in Super Inbox](https://help.supersend.io/en/article/work-conversations-in-super-inbox-154o06z/) - [Replies and Sequence Behavior](https://help.supersend.io/en/article/replies-and-sequence-behavior-17r7aa9/)