GOAL
Auto-response rules and workflow email alerts provide similar functionality. This guide lists some of the differences between workflow alerts and auto-response rules, so you can decide which process to use.
Choosing between Case Auto-Response Rules and a Custom Email Alert for acknowledging customer support cases depends on your specific requirements and the flexibility you need. Here’s a breakdown of both approaches:
Key Differences
Workflow Email Alert
| Designed For | Runs When | Sends Email To | Number of Emails Sent |
|---|---|---|---|
| Notifications to interested parties. | A case or lead is created or edited. | Anyone you choose. | Sends one email per email alert. Each workflow rule can have up to:
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Auto-response rules
| Designed For | Runs When | Sends Email To | Number of Emails Sent |
|---|---|---|---|
| Initial response to the contact who created a case or the person who submitted the lead on the web. | A case or lead is created. | Contact on a case or the person who submitted the lead on the web. | Sends an email based on the first rule entry criteria that the rule matches in a sequence of rule entries. |
Comparative Analysis
Workflow Email Alert
| Pros | Cons |
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Auto-response rules
| Pros | Cons |
|---|---|
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Recommendation
If your acknowledgment requirements are basic, start with Case Auto-Response Rules to save time and complexity. For scalable, complex workflows (e.g., personalized responses, advanced filters), Custom Email Alerts will offer the flexibility you need.
Let us know if you’d like guidance on setting up either option!