Sending automated emails using new case template framework

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Summary[edit]

With the new case type templates, and the out-of-the-box case types that use these templates, you can modify the Send intake notification template in the Intake stage and the Send resolution notification template in the Resolution stage. The image below shows the Send intake notification shipped OOTB. Similar automatic notification steps can be added to various stages in a case life cycle.

Notification email

As a best practice, customer service ships email templates out-of-the-box(OOTB). In this article we showcase how any outbound email can leverage the templates and factors to consider for outbound emails.

Adding outbound email notification using the case template[edit]

  • Add a new notification process: This is a standard addition of a new step in a case where the Send notification is selected as shown below.

Add a new notification process.png

  • Reuse OOTB email templates: On click of the compose button is clicked, the email templates can be plugged in for notification. The templates are paragraph rules which can be extended based on the requirements. In the next set of best practices we details the factors to consider before making any changes.

Notification reuse templates.png

Best practices to consider with email notification template[edit]

  • Email clients: Customer service considers some of the popular email clients like outlook, gmail and aws mail. These email clients present peculiar challenges when HTML rendering is enabled. The formatting errors in the clients has to be tested.
  • Email client form factor: The web and mobile form factors are considered. Also the dark mode in mobile has to be considered for the way the email is rendered.
    • Web look-n-feel: Here the information is centered with other portions deliberately left blank. This is done so that the rendering is uniform across all form factors.
Web-gmail-Intake-template.png
    • Mobile look-n-feel: The full horizontal space is used in the mobile form factor.
  • Pixel4XL-intake.jpg
  • Subject line: Short ( < 50 characters with spaces) subject lines are recommended. Avoid dynamic text in the subject unless the length of the dynamic text is fixed. Per HubSpot, 46% of the emails are read on mobile. Information beyond 60 characters definitely gets chopped off.
  • First line of email: The first line of the email is displayed along with the subject line in the notifications for end customers. It is recommended to place the key information in the first line.
  • Header logo: Logos as images have known to cause issues. It is best advised to use a combination of div and text (as used in the template) for easier rendering across all email clients. Some clients disable image download by default. The best way to
    • Tip: Store images on content delivery network (CDN) as most email clients allow links but not actual images as part of the email communications.