Hello Team!!
Hope you are doing well.
We are having an issue with the auto-acknowledgement set up in the workflow. Every time a customer answers an email, they receive the auto-acknowledge. Is there a way we can set up this just to happen once - first time customer is writing to us?
Thanks a lot in advance.
Yes, in the auto-acknowledgement node, use a rule to check to see if the Activity is part of a New Case or an Existing Case. In the below screenshot, I left the selection open, so you can see the options. But, if you select “New” and don’t select “If no TRUE rules are found:”, the Auto Ack will only send if it’s a new case. Here is the screenshot:
Thank you so much Mark! You’re the best! Now it works accordingly
You’re very welcome!
