I am trying to setup automatic follow ups for when we reply to a support email from a customer, and we don’t hear back from them in 48 and 96 hours. I have the follow rule set for the 48 hour part below. For some reason, this isn’t working / it doesn’t send any emails.
Has anyone been able to setup a similar workflow? Trying to figure out what I’m doing wrong.
Hi there! Thanks for posting about this 
The Reply “Once” rule action will only trigger if the reply is for a single inbound message on a new conversation. As these are for follow-up replies, you will want to use the Always option instead.
You might find that this rule sends out follow-ups unintentionally though, for messages where you’ve already received a reply. With that in mind, it might be helpful to put a failsafe workflow in place, using tags for example.
This Help Center article includes some useful tips for this:
Hope this helps!
Luke
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Use rules to set up auto-replies