Creating automatic replies

If your institution uses Banno Support, you can set up automatic replies so that your end users can have a message automatically sent to them when they open a new case.

1. Choose a starting point.
   • If you already created a saved reply that you can use for an automatic reply, continue to step 3.
   • If you have not created any saved replies you want to use for an automatic reply, continue to step 2.
2. Create a saved reply to send to end users automatically.
   1. In Support, select Settings > Saved replies.
   2. Select Add a reply.
   3. On the Add a reply screen, complete the Title and Reply text fields.
   4. Select Save.
3. Create a rule that sends your saved reply to end users automatically.
   1. In Banno Support, select Rule management.
   2. Select Add a rule.
      
      

      

      
      
   3. Give your rule a name in the Rule title field.
   4. In the When field, select A new case is created and By an end user.
   5. In the Then field, select Automatically reply with and [Saved reply name of choice].
   6. Choose whether to Apply to support hours, Apply to after hours, or both.
      Note: The Apply to support hours and Apply to after hours fields refer to the values you've applied in Support > Settings > Support hours > Hours.
      Note: Only one automatic reply can be set at a time for the support hours range and only one automatic reply can be set at a time for the after-hours range. Automatic replies can only be configured to respond to end users when they create new cases.
   7. Select Set this rule's status to active to make the automatic reply begin working immediately.
   8. Select Save.