Auto Reply Email Templates for Customer Service (2023)

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Whether someone’s a new subscriber, recent opt-in, or existing customer, how you leverage email marketing automation can make or break their relationship with your business. Especially customer support.

If you’ve ever signed up on a landing page, given your email address in exchange for a webinar, or left behind an abandoned cart, then you’ve seen it.

The cold, impersonal autoresponder email that—in an instant—makes it clear you’re not a person, but a data point.

Worse, if you’ve ever reached out for help and received a robotic auto-reply email, the insult only intensifies.

Auto Reply Email Templates for Customer Service (1)

To be reduced to a ticket number—a cog in the machine of some heartless customer support email list—guts customer experience at the very moment it matters most.

And yet… auto-replies are an absolute necessity.

Let’s uncover how to write an email autoresponder that’s warm, personal, and effective for customer service.

Note: 2,000+ companies use Groove to delight customers with fast, personal support at scale. All without breaking the bank.Start your free 30-day trial today!(No credit card required)

The following example is adapted from the actual autoresponder we send here at Groove. I’ve simplified it and included the full text so you can copy it even if you’re running support through Gmail, Outlook, or a different email service provider.

(Video) How to set up an auto reply message in Gmail

(After the sample, I’ll show you how to set up your auto-reply as an out of office email or “Template” in Gmail.)

Subject line:

We got it — RE: [subject_line]

Auto-reply email sample:

Hi [first_name],

Thanks so much for reaching out! This auto-reply is just to let you know…

We received your email and will get back to you with a (human) response as soon as possible. During [business_hours] that’s usually within a couple of hours. Evenings and weekends may take us a little bit longer.

If you have general questions about [product], check out our [knowledge_base] for walkthroughs and answers to FAQs.

If you have any additional information that you think will help us to assist you, please feel free to reply to this email.

We look forward to chatting soon!



Auto Reply Email Templates for Customer Service (2)

Optional signature elements:

For small businesses whose customers often require immediate assistance, add your phone number as well. Just be sure you set clear expectations about the hours that phone number is answered and how you’ll follow up if they leave a voicemail.

You might also consider adding links to social media, but only if your ready to handle service requests on those channels.

For e-commerce companies, always include a link to the customer’s most-recent order along with shipping links—for them to track delivery—as well as instructions for returns and exchanges.

Lastly, if you run support through an email marketing tool, don’t forget that providers like MailChimp, Aweber, ConstantContact, and GetResponse will automatically add an unsubscribe link (just like any other email marketing campaign or drip sequence).

Be cautious when depending on these types of platforms; some email accounts will send any series of emails that include the word “Unsubscribe” directly to your customer’s spam or promotions folder. This can dramatically reduce open rates and even deliverability.

(Video) Templates Library - customer support workflow automation made simple

How to set-up your auto-reply in Gmail and Groove

Whether you have a free plan or a paid plan through GSuite, Gmail only gives you two options to create an automatic reply within your email account.

First, the “Vacation” setting under “General” — in fact, you might have already used this to create out-of-office (OOO) messages:

Auto Reply Email Templates for Customer Service (3)

Second, what it calls “Templates.”

Auto Reply Email Templates for Customer Service (4)
Auto Reply Email Templates for Customer Service (5)

In non-support email platforms, you won’t be able to customize quite as much as you can in Groove. This limited access isn’t a problem if all your small business needs to do is send office replies.

Here’s what that same email message looks like behind-the-scenes:

Auto Reply Email Templates for Customer Service (6)

There are no “throwaway” words or lines. Everything means something.

That’s why, as tempting as it maybe to copy-and-paste the above sample, before you start sending your auto-replies out, make sure that each piece of it strikes the exact tone that you want to be conveying to your customers.

The five parts of an email auto-reply and how to write each one

Every element of your autoresponder has the potential to move you closer to your customer or further away.

Let’s break down the best way to write an auto-reply email, piece by piece:

1. The subject line

This is the very first thing your customer will see, before they even open your email.

It should serve two purposes:

  1. Deliver the most important message (if the customer never opens the email, what do you want them to come away with?)
  2. Make them want to open the email (give them a good reason!)

The reason that we send auto-replies in the first place is to comfort and reassure our customers. We can’t possibly respond instantly to their request, but an auto-reply tells them: “Don’t worry… we’re on it.”

To that end, “We have received your support request” isn’t the worst subject line, as it does a decent job of conveying that message. But it’s also not particularly endearing. And it certainly doesn’t make anybody itch to open.

Instead, try a subject line that’s both informative and compelling:

  • We got your email! Here’s what to expect next…
  • Thanks for getting in touch. We’re on it.
  • We’re working on your request. Hang tight!

2. The opener

The first line is what greets the customer as soon as they open your email. And the very best way to greet someone? By name, of course.

A person’s name is to that person, the sweetest, most important sound in any language.

Auto Reply Email Templates for Customer Service (7)Dale Carnegie

Dale Carnegie may not have had access to the latest medical research. But, as recent studies have shown, he was spot on. As it turns out, our names are so important to us that hearing them lights up an entirely different part of our brain than any other words.

Some help desk software (including Groove) makes it easy to insert your contact’s name into your email, so if you have the option, I urge you to take it.

(Video) How to set up and use email templates in Gmail?

If you can’t use their name, you’ll typically be required to set a “fallback” greeting. In that case, think about what kind of tone you want to set with your nameless greeting.

After all, there’s a big difference in tone between “Dear Sir or Madam” and “Hi there.”

The right tone for you depends on your business and your audience, but don’t ignore this critical decision. Think hard about what your customers would actually want to be addressed as (consider even asking a few of them).

3. The “thank you”

According to customer service data aggregated from multiple sources:

  • Only 1 out of 26 unhappy customers complain; the rest churn
  • 68% of those lost consumers never return
Auto Reply Email Templates for Customer Service (8)

Each customer complaint could mean that dozens of other customers are having the same problem and not letting you know.

That means that resolving the problem for a single customer could make dozens of other customers happier at the same time.

That’s a huge opportunity. And a huge gift from the customer who decided to email you about it.

So thank them for it:

  • Thanks for the email!
  • Thanks for getting in touch.
  • Thank you for reaching out.

4. The body

Now it’s time to clearly convey why you’re sending this email: to let the customer know that their request was received, and that you’re going to help them.

This part of the email sets expectations for when and how the customer will hear back from you.

For example, if your support has specific business hours, this is a good place to mention that. Alternatively, if you’re genuinely using Gmail’s Vacation (out of office) feature, highlight your return date.

  • You’ll hear from us no later than in one (US) business day
  • We’ll get back to you within 6 business hours (Mon-Fri 9am-6pm EST)
  • We promise to respond within 2 hours (it might take a bit longer on evenings and weekends)

Of course, you have to follow through on whatever you promise here. Remember: while you can’t always promise a solution by a given time, you can always promise an update.

Delivering on that promise doesn’t just keep the customer informed about the status of their request, but it’s another opportunity to build trust.

5. The email signature

This is your chance for a final “thank you,” a last opportunity to insert a bit of tone into your email, and perhaps to even introduce yourself by name.

Go for gratitude and personal connection:

  • Thanks
  • Best regards
  • Cheers
  • Talk soon
  • Can’t wait to connect

Writing an automated reply email that customers want to open

Auto-response emails seem simple and straightforward.

While they’re often short, there’s a lot going on in those few lines.

Naturally, automation can never replace top-notch customer service nor developing the right customer service skills.

(Video) How to setup a Gmail Auto Reply Message In 2020

Taking the time to think about the message that you’re sending, in every word of your email, will help you make a better first impression on every customer who reaches out.


Auto Reply Email Templates for Customer Service? ›

Thanks for reaching out. Unfortunately, I'm out of the office from [day/month] to [day/month] with limited/ no access to email. If your question can wait, I'll be responding to any emails I miss when I return. If not, contact [Name] at [email] or [phone] and he/she will take care of your request.

How do you write a good customer service auto-reply email? ›

What makes a great support auto-reply email
  1. Inform them that you've received their email and are looking into it.
  2. Let them know the hours during which your team works.
  3. Help them understand how long they can expect to wait.
  4. Provide other ways of contacting you, if you have them (chat, phone, carrier pigeon).
Jul 12, 2022

What is the best out of office message for customer service? ›

Thanks for reaching out. Unfortunately, I'm out of the office from [day/month] to [day/month] with limited/ no access to email. If your question can wait, I'll be responding to any emails I miss when I return. If not, contact [Name] at [email] or [phone] and he/she will take care of your request.

What is a good automatic email response? ›

Automatic replies should be simple and to the point. Avoid adding any information to the email that is unnecessary. Saying you will respond as soon as you return. It can take time to catch up on emails, phone calls and projects when you return to the office.

What is an example of an automatic reply in customer service? ›

You've reached [company name]. We appreciate you taking the time to reach out, and one of our support team members will be in touch with you shortly. Thanks for getting in touch! We know how important it is to get immediate help which is why we promise to do everything we can to get back to you as soon as possible.

What is the best auto reply message sample? ›

Professional Auto Reply Examples
  • Hello, I'm currently in a meeting. ...
  • Hello, You have reached the office of _________. ...
  • Hello, We've received your inquiry. ...
  • Hello, thank you for contacting us. ...
  • Hello! ...
  • Hello, Thanks for contacting _________. ...
  • Hello, We're glad you're interested in working with us. ...
  • Hello!
Aug 24, 2022

How do you say good customer service professionally? ›

Use these 12 customer service phrases to improve almost all of your support interactions.
  1. “Happy to help!” ...
  2. “I understand how (blank) that must be.” ...
  3. “As much as I'd love to help ...” ...
  4. “Great question! ...
  5. "Nice to meet you!" ...
  6. “May I ask why that is?” ...
  7. “Thanks for bringing this to our attention!”
Apr 4, 2023

What is a short and simple out of office message? ›

Simple out of office message

I'm going to be out of the office from [date] to [date], and during this time, will have limited access to email. If your message is urgent, please contact [alternative contact information]. Otherwise, I'll respond to your email as soon as I can when I return. Thanks,”

What are professional response emails? ›

A response email is simply an email to reply to another email. In business, this is the type of email you will have to write every day. This could be a meeting confirmation email, approving an application email, inquiry response email, declining an invitation or contract email, acknowledgment email, etc.

What is the template for out of office message? ›

Hello, I am currently out of the office and will return on [date]. If you need immediate assistance, please contact [Name] at [email address] or reach my cell on [phone number], however, please note that I may not be able to respond immediately.

What is an automated response for customers? ›

What is an Automated Reply Message? Automated reply messages are predefined responses used to communicate with customers across specific scenarios and keep information transparent. It helps customers to understand what is actually happening – whether your agents are busy, out of the office, or on holiday.

How do I send an automatic message to a customer? ›

How to Send Automated Text Messages for Marketing
  1. Sign Up for an Automated Text Message Service.
  2. Upload Your Opted-in Contacts.
  3. Build Your Text Marketing List with Keywords and Sign Up Forms.
  4. Create Your Automated Text Message.
  5. Schedule and Send Automated Text Messages.

What is an example of an automatic reply for shared inbox? ›

Some examples of customer service auto-replies include: “We received your email and will get back to you as soon as possible.” “Your support request has been received. We value your experience and will be in touch as soon as possible.”

What is customer service responsiveness example? ›

7 ways to be more responsive to customers
  • Ask your customers what they want. A survey of your existing customers can show you which customer service channels they prefer. ...
  • Manage customer expectations. ...
  • Develop procedures. ...
  • Educate your employees. ...
  • Provide self-service options. ...
  • Use technology. ...
  • Stay human.
Nov 6, 2019

What are the automatic responses? ›

Primitive reflexes are automatic responses that are measured in terms of timing, strength, and symmetry and indicate how the signals are sent from the brain to the spinal cord and outward to individual muscles of the face, neck, torso, and extremities that are involved in postural control and movement.

What are quick reply messages? ›

A quick reply message is an automatically generated reply to a customer request. These quick reply messages can be sent through email, text message, WhatsApp or even social messaging channels like Facebook Messenger or Instagram.

How do I create a smart reply? ›

Respond with Smart Reply suggestions
  1. On your computer, go to Gmail.
  2. In the top right, click Settings. See all settings.
  3. Next to "Smart Reply," choose to turn Smart Reply on or off.

What is an example of exceptional customer service? ›

What are some examples good customer service? In retail, examples good customer service include remembering and appreciating repeat customers, forging a local connection with shoppers, putting your product knowledge to good use, and more.

What is a fancy way to say customer service rep? ›

Other titles for Customer Service Representatives:

Customer Support Associate. Customer Support Specialist. Customer Support Officer. Customer Trainer.

What are reassurance phrases for customer service? ›

Reassuring Your Customers:

I'll work with our team here to resolve this.” “I'll get back to you as soon as possible.” “I'm able to reproduce this—it's not just you.” “I see the problem here!”

What can I say instead of out of office? ›

Alternative contact out-of-office example #1

Thank you for your email; I'm currently out of the office [option to include why] until [date], but I'll get back to you as soon as I can. In the meantime, feel free to reach out to [point person]. Please contact them at [contact info].

What is a simple out of office message checking emails periodically? ›

I am out of the office from [date and time] and I will be back on [date and time]. If you have an inquiry (urgent or non-urgent), please contact [email/phone]. I will be checking my email periodically but I will only be responding to the most urgent inquiries while I am away.

What is a good email response rate? ›

According to experts, a good response rate should be at least 10%, but a few experienced marketers say response rates can be anywhere from 10% to 25%.

What is a realistic email response time? ›

What is the standard turnaround time to send a business email response? Short Answer: As fast as you can! Long Answer: I recommend at least within 24 hours (during business hours, of course) if at all possible. If you cannot respond quickly, send a note saying you will respond when you can do so in detail.

What is the best email response rate? ›

On average, some people may say a good response rate to aim for is 10%. This number could be higher or lower by 5-10%, depending on how experienced you are and how much work you've put into your campaign.

What is the ideal business email response? ›

Responding to an email within 24 hours is good etiquette. Responding sooner is better because customers will be assured their concerns are being heard and their needs attended to. If a customer's concern is negative or powerfully expressed, a phone call may be a more appropriate response than a return email.


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