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David StauffDavid Stauff 

Help with auto-response rules and assignment rules

Hello - 

I am new to SalesForce and have been trying to set up a web-to-lead that can be embedded on our website for a user registration. So far, I have been able to create custom leads, and generate a web-to-lead code to embed without any problems. I have tested the web-to-lead, and everything seems to work there. However, I am wanting to have an auto-reply email sent to both the user in SalesForce notifying them of a new lead, and to the "lead" themself telling them they have successfully registered.

I was able to create a custom email template as well, however I am unsure if the criteria for the assignment rules and the auto-response rules are correct. I do not get any auto reply when filling out the test web-to-lead form that I have created in our website wysiwyg editor.

Thanks in advance for any help you can provide.
Nebojsa ZgonjaninNebojsa Zgonjanin
Here you go:

Setting Up Auto-Response Rules

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed
To create auto-response rules:“Customize Application”
An auto-response rule is a set of conditions for sending automatic email responses to lead or case submissions based on the attributes of the submitted record. Applicable leads include those captured through a Web-to-Lead form. Applicable cases include those submitted through a:
  • Self-Service portal
  • Customer Portal
  • Web-to-Case form
  • Email-to-Case message
  • On-Demand Email-to-Case message

You can create as many response rules as you like based on any attribute of the incoming lead or case, but only one rule for leads and one for cases can be active at a time. The email responses are listed in the Activity History related list of the lead or contact and the Email related list on cases.

Creating Auto-Response Rules

To create a Web-to-Lead response rule, click Your Name | Setup | Customize | Leads | Auto-Response Rules. To create a response rule for cases, click Your Name | Setup | Customize | Cases | Auto-Response Rules. On the Auto-Response Rules page:
  1. Click New.
  2. Enter the rule name.
  3. Check the active box to make this rule the only one activated.
  4. Click Save.
  5. Create rule entries.

Creating Response Rule Entries

  1. Click New from the rule detail page.
  2. Enter a number to specify the order this entry should be processed.

    The rule processes entries in this order and stops processing at the first matching entry and then sends the email using the specified email template. If no response rules apply, the rule uses the default template you specify on the Web-to-Case or Web-to-Lead Settings page.

    To create an error-proof rule, always create the last rule entry with no criteria. This rule entry will catch any leads or cases that the previous rule entries did not. This is especially important for Email-to-Case and On-Demand Email-to-Case which do not have default templates.
  3. Enter your rule criteria:
    • Choose criteria are met and select the filter criteria that a record must meet to trigger the rule. For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule.

      If your organization uses multiple languages, enter filter values in your organization's default language. You can add up to 25 filter criteria, up to 255 characters.

    • Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISPICKVAL(Priority,"High"),Version<4.0) triggers a rule that automatically responds with the selected template if the Priority field on a case is set to High and the value of a custom field named Version on the case is less than four. For information on using formulas, see Building Formulas.
  4. Enter an email sender’s name.
  5. Enter an email address for the sender.
  6. Select an email template.
  7. Click Save.

Managing Auto-Response Rules

After you've set up your auto-response rules and rule entries:
  • Click Edit to change the rule name.
  • Click New next to the Rule Entries list to create a new rule entry. Each rule can have a maximum of 3000 entries.
  • Click Reorder next to the Rule Entries list to change the order they are processed.
  • Click Edit next to a rule entry to change it.
  • Click Del next to a rule entry to delete it.
Salesforce processes any rules in the following order:
  1. Validation rules
  2. Assignment rules
  3. Auto-response rules
  4. Workflow rules (with immediate actions)
  5. Escalation rules

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

For a list of the maximum number of rules allowed in each organization, see Salesforce Editions and Limits. For information on debugging response rules, see What is a Debug Log?.

David StauffDavid Stauff
NZgon - 

Thanks so much for the reply. Here's what I have so far:
About a month ago I was informed by another SalesForce community member to add the following code in the generated web-to-lead code to help better track/organize the auto replies (form what I understand anyway). This is what I added:
<input type=hidden id="lead_status" name="lead_status" value="Web Form - Registration Page">

Then, from there I was instructed to go into the "criteria" (step 2) of both the Auto-Response and Auto-Assignment Rules and set it to "Lead: Lead Source, Equals, Web Form - Registration Page

However, I have not been able to figure out beyond this step as to why I still don't get an auto emails when doing a quick test. I have filled out all of the steps properly I believe. I am not an advanced user so this has been somewhat confusing for me at times.

Thanks again for your help, it is much appreciated.
Nebojsa ZgonjaninNebojsa Zgonjanin
Find one lead that was comming from Web-To -Lead form and check value of Lead source field.
Maybe you have typo somewhere.

Another think that you can do in web to Lead Setting is to use Default Response Template for emailing . (Use Lead Auto-Response Rules to select different email response templates based on attributes of the leads submitted online. Leads not matching any of the rules will be sent the default response template selected below.)

Auto-Response rule need to be Activated.


Caitrin CarickhoffCaitrin Carickhoff
Do you have to have an email field on the web-to-lead form that maps to the email field on the lead object to make this work? Or will the auto response be sent to whoever submitted the form regardless of if there is an email address?