Enable Auto-Responder

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable the Auto-Responder feature to include content suggested for deflecting cases in email notifications.

    Before you begin

    Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Activate a plugin and Predictive Intelligence for CSM solution definitions.

    Role required: admin

    Procedure

    1. Navigate to All > Customer Service > Administration > Properties.
    2. In the Auto-Responder Recommendations section, select the check box for the Enable auto-responder recommendations property (sn_customerservice.case.autoresponder.enable).
    3. Click Save.