Auto Response Rule for Web Forms | Online Help - Zoho CRM

Auto Response Rule for Web Forms

When a business invites enquiries from prospects via their website, the details of these prospects are recorded and tracked within the CRM. The next step is to follow up with these prospects in hopes of closing a sale. While it is indeed important to follow-up with each of them, this follow up process often involves sending the same kind of routine emails and tasks to many people one by one, which when done manually, could be taxing. On following up manually, you may even miss out on responding to some of the leads which can prove risky because, you might just miss out on a big opportunity. 

Therefore it  would be  wise to use automation facilities in CRM so that you can save time and efforts. On that note, as far as website enquiries are concerned, you can automate a response to each lead the moment they submit a request through your web form using Auto-Response Rules.

Not to be Confused with Autoresponders! 

Autoresponders is a feature in Zoho CRM that sounds similar to Auto-Response Rules. 

However, the two are very different from each other:  

Auto-Response Rules 


This is a tool that allows you to send immediate automated responses to each prospect who has submitted an enquiry in CRM through your website. 

This has no association whatsoever to a web form.  It is a feature used to  automate sc heduled  follow-ups with your leads/contacts , regardless of whether they have been sourced from your website.  These come in handy when you wish  to plan drip campaigns.


It is ideal for automating the receipt of acknowledgement of an enquiry. 

It is ideal for sending follow-ups based on a specific date and time or based on a recurrence pattern (by day/by week/by month).

  1. When the details gathered through the web form does not satisfy the Auto Response Rule criteria, then the email template (acknowledgment email) selected while creating the web form will be sent. See Also Web Forms - Email Notification

Permission Required
Users with the permission to create web forms can access this feature.

Create Auto Response Rule

To create auto response rules for web forms

  1. Go to Setup > Channels Webforms.
  2. In the Auto-Response Rules page, select the module from the drop-down list.
  3. Click Create Rule.
    You will be able to create the auto response rule for the selected module.
  4. In the  Create Auto Response Rules for Web to [Module] page, do the following:
    • Enter the Rule Name.
    • Select the check box to activate the rule.
  5. Click Save.
  1. Once the rule is created, you need to define the criteria (i.e. create rule entries) based on which the email template will be sent to the visitor who submits the web form.

Create Auto Response Rule Entry

To create auto response rule entry

  1. Go to Setup > Channels Webforms.
  2. In the Auto-Response Rules page, click on the rule for which you want to create the rule entry.
  3. In the Auto Response Rules for Web to [Module] page, click Create Rule Entry.
  4. In the  Rule Entry page, do the following:
    • Specify the Rule Criteria.
    • Choose an Email Template from the drop down list or if you do not have email templates created for the module, you can click on the + Create Template link.
    • Next you have to enter the email addresses in the  From and  Reply to fields.
      Here you can choose one of these option in the drop-down list:
      • your account email address
      • organization email address
      • email address of the record owner
      • other user's email address
  5. Click Save.
  1. When the details gathered through the web form do not satisfy the Auto Response Rule criteria, then the email template selected while creating the web form will be sent.

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