Originally Posted by
villox
It's like they have a database of responses that mention "upgrade priority" and just pick whichever one they feel like.
Not "like they have" but absolutely DO have a database of responses.
United is using Kana Response for email management; it's a very powerful tool *when used correctly*!
http://www.kana.com/channels/email-response-system
And yes, one of Kana's many features is to interpret your email and try to match it up to a response automatically.....