Auto-Response Rule In Salesforce

Author: Rishabh Dubey

Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.

There are Two types of Auto-response rule

1. Lead Auto-Response Rule
2. Case Auto-Response Rule

Lead Auto-Response Rule : Using lead Auto response rule we can send automated email responses to leads created by Web-to-lead.

Case Auto-Response Rule : Using case auto response rule we can send automated email responses based on case created by

• Self-Service portal
• Customer Portal
• Web-to-Case form
• Email-to-Case message
• On-Demand Email-to-Case message

Note : Auto-Response rule will not trigger if the records are created manually through UI.

Setting Up Auto response rule in Salesforce.

1. From Setup, enter Auto-Response Rules in the Quick Find box, then select either Lead Auto-Response Rule or Case Auto-Response Rule.
2. Choose New, and then give the rule a name. Specify whether you want this to be the active rule for leads or cases submitted. Then click Save.

Note : At any Point of time there can be only one Auto-Response rule (One for Lead & on for Case, So if there is already an active rule and you create a new active rule for same object the new rule will be active and the previous rule will be deactivated)

3. Once the rule is created you can create multiple entries for the rule. You will find below sections in Rule entry

1. Sort Order : Sort Order which determines the order of evaluation of rule entries.
2. Select the criteria for the rule entry

Entry criteria which determines that through which rule entry the email notification will trigger

You will get option here

1. Criteria are met

Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.

2. Formula evaluates to true

Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.”

C. Specify the name and address to include on the auto response message from line

Name : Name of your mailbox

Email address : Email address should be Verified organization wide email address

D. Select the template the use : Select the email template for the Auto-response rule

Example

Requirement : Your Organization has set-up Web-to-lead on web to lead form, there is a required picklist field called Interested product. (That has 3 values Monitor,Motherboard, Graphics-card )

Below are the three email temples that you have

Inquiry for Monitor

Inquiry for Motherboard

Inquiry for Graphics-card

If any lead is submitted by web-to-lead form with Interested Product  = “Monitor” then the email should be sent to lead with template “Inquiry for Monitor” same for the rest of 2 products)

Step1 : Go to set up and search for Lead Auto-Response rule

Step2 : Click on new and name the rule “Interested Products”

Step 3. In Rule entries Section click on new fill below details

1. Sort Order =1
2. Rune this rule if the = Criteria are met (Lead :Interested Product equal Monitor)
3. Name and email address (Enter the and address of your mailbox)
4. Email Template  = (Inquiry for Monitor)

Step 4: Do the same for rest 2 products