Set up a custom auto-reply using rules

Using rules to set up an auto-reply is ideal if you receive order confirmations in the same inbox that customers write to.

Written by Sara Hvidhjelm
Last updated 2026-03-19

Automatic replies allow you to inform your customers about response times, case closures, vacations, etc.

In Herodesk, you can set up an automatic reply when a conversation is either received or closed. If you want to set up an automatic reply when you receive a message but want to avoid replying to order confirmations or similar, the auto-reply should be set up using rules.

You do this by:

  1. Go to Settings
  2. Selecting Rules
  3. Clicking Create rule
  4. Choosing the setup below, where you insert your auto-reply
  5. Selecting the word(s) in the subject line that should not trigger an auto-reply
  6. When completed, simply click Activate and save the rule

You can test the rule by sending a message with and without the selected word(s) in the "does not contain" field.