How MailTrigger Improved and Automated Our Customer Support
Posted on 週四 14 三月 2024 in Blog
In our previous post, we shared how MailTrigger helped us streamline notifications across our internal systems.
Today, let’s take a look at how we use MailTrigger to optimize and automate our own product’s customer support workflow.
Auto-Responding to Customer Emails
When a customer emails support@mailtrigger.app, we want to automatically reply with a message acknowledging receipt and letting them know we’ll get back to them as soon as possible.
This feature is powered by MailTrigger’s built-in Auto Respond Action.
We created a route in MailTrigger named “Auto Reply to Customers.” This route is triggered whenever the recipient is support@mailtrigger.app. We then attached the Auto Respond Action and configured:
- A subject line for the reply
- The body content of the auto-response email
And that’s it — just a few simple settings and we had automated acknowledgements ready for all incoming customer emails.
Forwarding Customer Emails Internally
Of course, we also wanted to keep a copy of customer emails inside our internal support system. That’s where MailTrigger’s Forward SMTP Action comes in.
In the same route mentioned above, we added another action — a forwarding rule that sends a copy of the customer’s message to support@mailtrigger.internal.
This Forward SMTP Action is configured with:
- The SMTP server used to send the forwarded email
- The forwarding recipient address:
support@mailtrigger.internal
So now, every time a customer emails support@mailtrigger.app, MailTrigger:
- Automatically replies to the customer
- Forwards the original message to our internal team for processing and tracking
Future: Smarter Auto-Replies with LLM
This current setup already makes life easier — but we’re also thinking ahead.
In the future, you’ll be able to configure MailTrigger to use an LLM (Large Language Model) to automatically generate personalized replies based on the subject and content of each customer’s email.
Imagine replying to customer inquiries with custom-tailored responses — instantly, and without any manual work.
We might just release this feature soon. Stay tuned!
MailTrigger started as a solution for internal chaos, but it’s quickly become a core part of how we manage both operations and customer support. One inbox. One set of rules. Infinite possibilities.