How to Set Up Email Auto Acknowledgement

The Email Auto Acknowledgement feature lets you automatically respond to customers when they raise a query via email. This helps reassure customers that their email has been received and will be addressed, even if agents aren’t immediately available.

Step 1: Navigate to Email Auto Reply

1. Log in to your Kwik Engage dashboard.
   
   

2. Go to Setup > Email Auto Reply.
   
   

Step 2: Enable the Auto Acknowledgement

• Toggle the Status button to Enabled to activate the feature.
  
  

• By default, the status is set to Disabled.
  
  

Step 3: Configure the Auto Acknowledgement Message

1. In the Message Composer box, type the automated response you’d like to send.
   
   Here are some suggested templates that you can use:
   

   Option 1 - Professional & Clear “Thank you for reaching out to [Brand Name]. Your request has been logged with Ticket ID {{ticket_id}}. Our support team is reviewing the details and you can expect a response within 24-48 business hours. For the fastest resolution, please always reply to this thread if you need to share any additional information.” Option 2 - Friendly & Helpful “Thanks for contacting [Brand Name]! We’ve created a support ticket ({{ticket_id}}) for your request. Our team usually responds within 24-48 business hours. To help us assist you better, please reply in this same thread if you’d like to add more details or updates.” Option 3 - Formal & Reassuring “Your request has been received and registered under Ticket ID {{ticket_id}}. Our support team will review your case and respond within 24-48 business hours. For continuity and quicker resolution, we kindly ask that you reply to this email thread for any further communication regarding this ticket.

   
   

2. You can insert the variable {{ticket_id}} into the message body to personalize the response.

Snapshot for reference

Step 4: Handle Reopened Tickets (Optional)

• Enable the Reopened Tickets toggle if you’d like the system to also send an auto acknowledgement when a customer reopens an existing ticket.
  
  

• Note: This toggle resets to Disabled if the main Status toggle is disabled.
  
  

Step 5: Save Changes

• After configuring the message, click Save Changes
  
  

• The system will now automatically send an acknowledgement for every new (or reopened) email ticket.
  
  

Out of office scenario

• If a customer sends an email during Out of Office hours, the Out of Office message will take precedence.
  
  

• In this case, the auto acknowledgement will not be triggered to avoid sending multiple automated responses.