What are Auto-Response Rules and when are they used?

Auto-Response Rules automatically send an email reply to a customer when a case is created via Web-to-Case or Email-to-Case. Each rule has multiple entries with criteria — the first matching entry determines which email template is sent. Common uses:

1. Sending a case confirmation email with the case number.
2. Sending different responses based on case priority or origin (e.g., a premium support acknowledgment for high-priority cases).
3. Providing self-service links or Knowledge article suggestions in the auto-response. Only one auto-response rule can be active per object at a time. If no rule entry matches, no auto-response is sent unless a default is configured.