Acknowledgments are automated responses that 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.
In Content Administration:
Click the Acknowledgments entry in the content browser.
Click the Create a new entry icon.
Enter the required information. See Acknowledgments window.
Click the Save changes made to this entry icon.
How do I edit acknowledgements?
How do I delete acknowledgements?
How do I use the Check Spelling dialog?