# Auto-Responder

Auto-Responder automatically sends a reply when tickets are created outside of your organization's working hours, letting requesters know their message was received and when to expect a response.

### How it works

When enabled, Auto-Responder posts an automatic message to new ticket threads created after hours. This helps set expectations with requesters and reduces follow-up questions about response times.

Auto-Responder uses your organization's working hours configuration to determine when to send automatic replies. Account admins can [configure working hours](https://docs.wrangle.io/account-administration/working-hours) for your entire organization.

### Setting up Auto-Responder

<figure><img src="/files/BjqZBeLToNRuskwaawwy" alt="Auto-responder page"><figcaption></figcaption></figure>

**To enable Auto-Responder:**

1. Go to **Inboxes** in the left sidebar.
2. On the **Inboxes** page, select the inbox you want to configure
3. Go to **Ticket Lifecycle** in the left sidebar of the Inboxes page
4. Click **Auto-Responder**
5. Toggle **Enable Auto-Responder** on
6. Customize the auto-responder message (optional)
7. Click **Save Changes**

### Customizing your message

The default auto-responder message is:

<figure><img src="/files/gV4ZlZwVP3dyThHPqtY6" alt="Displaying Auto-Responder default message when toggled on."><figcaption></figcaption></figure>

You can customize this message to match your team's voice and provide specific information like:

* Expected response times
* Links to self-service resources
* Escalation instructions for urgent issues
* Team availability details

**Formatting tip:** Use Slack markdown formatting and links in your message. [Learn more about Slack markdown](https://www.wrangle.io/post/slack-markdown-a-comprehensive-guide-to-formatting-messages).

### Best practices

**Be specific about timing:** Instead of "we'll get back to you soon," mention your typical response time: "We'll respond within one business day" or "Our team is back online at 9 AM EST."

**Include self-service options:** Link to your help center or FAQ if requesters might find immediate answers there.

**Set the right expectations:** Make sure your auto-responder message aligns with your actual SLA and working hours configuration.

**Test it:** After enabling, create a test ticket outside [working hours](https://docs.wrangle.io/account-administration/working-hours) to confirm the message appears as expected.


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