Acknowledgments are automated responses. They give a customer immediate confirmation that a message has been received. The message is then processed by normal KANA Response routing and is responded to by a KANA Response user. You use rules to specify which incoming messages receive acknowledgments.
Acknowledgments can contain merge fields, such as the recipient's name. They can also contain text or URLs from a KANA IQ knowledge base.
For a product inquiry, you might send an automated response like this:
Thank you for inquiring about our new ABC men's pants. You can order directly from our web site at www.abc.com.
For a support question, you might send an automated response like this:
We have received your question. A service representative will respond to you within 24 hours. Meanwhile, you can visit the frequently-asked questions list on our web site at www.abc.com/faq.
The department hierarchy has no effect on acknowledgments. Acknowledgments exist only at the root department level.
How do I edit acknowledgements?
How do I delete acknowledgements?