Hi Team,
I am facing an issue with the Case Auto-Response Rule configuration.
I have created a Case Auto-Response Rule, added a custom email template, and configured the required criteria. However, when a case is created and the auto-response email is sent, I receive the standard auto-response email instead of the custom email template that I selected in the rule entry.
Could you please help me understand why the custom template is not being used and what I should check to resolve this issue?
Thank you.
, Since you were creating the case manually was the following the root cause?:
I am going to assume you checked "Send notification email to contact" instead of letting the rule fire
When creating or editing a case manually, there is a checkbox at the bottom of the page layout that says "Send notification email to contact".
The Trap: Checking this box bypasses your Auto-Response Rules entirely. Instead, it triggers the basic, system-wide notification template defined in your Support Settings.
The Fix: Uncheck this box. To make the Auto-Response Rules run for manual creation, you must look for the checkbox labeled "Assign using active assignment rule" (if available) or rely strictly on the channel logic.
If I am correct, can you please mark this as best answer or most helpful for others that might run into the same problem?
Thank you in advance. Be well - Katende
