Email Autofill rules automatically populate predefined information when an agent opens the email composer.

Unlike outbound rules (which run at send time), Autofill rules update the draft during composition, allowing agents to review and edit before sending.

Use Autofill rules to:

• Add recipients to CC or BCC
• Replace or update the subject line
• Append text to the subject
• Insert standard content into the email body

These rules help reduce manual effort, improve consistency, and speed up responses.

How Autofill Works

When an Autofill rule is applied:

• It runs when the reply composer opens
• Predefined values are automatically populated
• Agents can review and modify the content before sending

Available Email Autofill Actions

1. Replace subject

Replaces the existing subject with a predefined value.

• Example:

  • Original: “Please check this urgently”
  • Updated: “1233”

2. Append content to subject

Adds text to the existing subject without removing it.

• Example:

  • Original: “Payment Issue”
  • Result: “Payment Issue [Case #12345]”

3. Append email content

Adds predefined content to the email body.

Common uses include:

• Legal or compliance statements
• Standard instructions
• Email signatures or disclaimers

Create an Autofill Rule

To configure Autofill actions:

1. Go to New Tab > Rule Engine (under Collaborate)
2. Select Create New Rule
3. Enter a name, (optional) description, and set Scope = Workspace
4. Set Context = Autofill, then select Next
5. Choose Rule Type (Standard or On-Demand)
6. Add the required conditions

7. Select Add Action and choose one or more of the following:

   • Replace subject
   • Append email content
   • Append content to subject
8. Configure the action details (text or asset)
9. Select Save

Append Email Content: Configuration

Common Use Cases

• Auto-add internal recipients: Include support or escalation teams by default
• Standardize communication: Pre-fill department-specific recipients or content
• Ensure compliance: Automatically include required stakeholders or legal text