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Automatic reply in case of no reply after x hours

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Automatic reply in case of no reply after x hours - 14.Mar.2010 1:29:41 AM

annabis

Posts: 3
Joined: 14.Mar.2010
Status: offline

Hello,
20 users from totally 200 users connected to our exchange server 2003 need the following: mails received from 30 important customer emails have to be replied within 2 hours, at least with a confirmation email, that the email is in process.

I thought about a rule within outlook to send an automatic reply after x hours using a script or add-In. But this would mean, that this happens only if the outlook client is running. Then a server "rule" would be better. When the email is incoming and if after x hours NO reply from the client himself, a mail is then replied automatically to the customer email and a notification is sent to the manager of the original receiver. Eihter with client rule or server rule, I need some hints how to realize this feature?

Who knows how to implement this with exchange 2003?

Thanks in advance

Post #: 1

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RE: Automatic reply in case of no reply after x hours - 14.Mar.2010 1:57:35 AM

raghuram

Posts: 281
Joined: 10.Jun.2009
From: Chennai, India
Status: offline

Hi

Server Rule is recommended. (Correct me if am wrong)

On the Tools menu, click Rules Wizard.

In the Rules Wizard dialog box, click New.

Under Which type of rule do you want to create, click the Check messages when they arrive check box, and then click Next.

Under Which condition(s) do you want to check, click to select the Sent Only To Me check box, or any other criteria that you want, and then click Next.

Under What do you want to do with the message, click to select the have server reply using a specific message check box.

In the Rule Description, click a specific message.

In the untitled message View menu, type the subject and the message body that you want to be sent, and then click Save and Close.

Complete the Rule Wizard instructions, click Finish and then click OK.

(in reply to annabis)

Post #: 2

RE: Automatic reply in case of no reply after x hours - 14.Mar.2010 3:33:27 AM

annabis

Posts: 3
Joined: 14.Mar.2010
Status: offline

Hello,

Thank you. You missunderstood my question. Required is a rule, that sens an autoamtic reply ONLY if no reply has been sent by the receiver of the email within 2 hours. If he takes longer than 2 hours to answer, the customer receives an automatic reponse and his manager or colleague gets a copy of this email.

Regards

(in reply to raghuram)

Post #: 3

RE: Automatic reply in case of no reply after x hours - 14.Mar.2010 2:33:59 PM

mark@mvps.org

Posts: 6811
Joined: 9.Jun.2004
From: Philadelphia PA
Status: offline

Exchange is not the product you need. You need a CRM solution.

_____________________________

Mark Arnold (Exchange MVP)
List Moderator

(in reply to annabis)

Post #: 4

RE: Automatic reply in case of no reply after x hours - 15.Mar.2010 11:25:27 PM

annabis

Posts: 3
Joined: 14.Mar.2010
Status: offline

Dear all,

Thanks for your answers...this was my fear also....I was continouisly trying to convince them to get a CRM like system....

Thanks again
ANnabis

(in reply to mark@mvps.org)

Post #: 5