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Auto-reply email for customer service

An auto-reply is the first thing a customer sees after they hit send. A good one does two things fast: confirms you got their message and tells them when to expect a real reply. This one also points them to help they can use right now.

Subject line

We got your message

Email body

Hi [first name], Thanks for reaching out. This is an automatic note to let you know your message landed in our inbox and a real person will get back to you. We usually reply within [response time, e.g. one business day]. Our hours are [support hours], so if you wrote outside of those, we'll pick this up when we're back. In the meantime, you might find a faster answer here: [help center link]. A lot of common questions are covered there. Thanks for your patience. We'll be in touch soon. [Team or company name]

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When to use this email

  • A customer emails support outside your working hours

  • You want every message acknowledged instantly, before an agent picks it up

  • Your reply times vary and you want to set expectations up front

Tips for making it yours

State a real response window, not "as soon as possible"

List your support hours so off-hours senders know why it's quiet

Link the help center so simple questions get solved without waiting

Keep the tone human. It's automated, but it shouldn't read like a robot

Selvo Shared Inbox

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Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.

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More email templates

Out-of-office email

A good out-of-office reply does three jobs. It tells people when you're back, gives them a way to get help now, and names who to reach for anything urgent. This one does all three in a few lines.

Ticket received acknowledgment

The first reply a customer gets sets the tone for the whole ticket. This acknowledgment confirms you've got their message, tells them when to expect a real answer, and points them somewhere useful in the meantime.

Holiday hours email

When your support hours change for a holiday, the kindest thing you can do is say so before someone is left waiting. This email tells customers what's closed, when you're back, and how to get help in the meantime.

Closing a support ticket

Closing a ticket well leaves the customer feeling helped, not hurried out the door. This email confirms what you fixed, makes it easy to come back if it isn't solved, and asks one light question about how it went.

Browse all 47 support email templates →

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