Customer service > Automatic replies

Why does the automatic reply I created not activate when the visitor makes a query?

If a query does not activate an automatic reply, it is necessary to review the settings:

Go to Communication > Automatic replies. Choose the automatic reply you want and click on Edit.


  • Is the state "Active"?
  • Is the assigned operator correct or are "All" selected?


  • Is the text correctly inserted?
  • If the query is in another language, is the text translated and saved in the language in question?


  • Is the domain from which the query is made active?
  • Is the country where the visitor lives active?
  • Are the terms well written and separated by commas?
Warning: Keep in mind that if there are terms in several fields, the query must contain a combination of at least one term of each field.