Difference between revisions of "BEmail Content Continue"
From All n One's bxp software Wixi
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This engine allows an email that is received to continue a conversation or string of emails in and out of the system through a BEmail set up form. | This engine allows an email that is received to continue a conversation or string of emails in and out of the system through a BEmail set up form. | ||
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| + | Imagine you set the form up as a Case Management form. It is a help desk system. If an email comes in from a customer it's a new query. You reply to the customer using an outcome that sends an email. In that email is the reference code to this record. When the customer replies to the email again, bxp can identify the original email from finding the code in the Subject and link the returning email back to the original send. | ||
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| + | The result of this process is that body of the email of the latest email in the chain replaces the CDA fields with the latest email. All of the original emails are placed into the Contact History of the record, including the current received email. | ||
= Setup = | = Setup = | ||
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| + | == Advanced Settings == | ||
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| − | "Content Continue - Match pattern" is the pattern to look for. The setup will be along the lines of | + | "Content Continue - Match pattern" is the pattern to look for in the Subject of the emails. The setup will be along the lines of |
###--ID--# | ###--ID--# | ||
The pattern needs --ID-- in it somewhere to locate the reference code. | The pattern needs --ID-- in it somewhere to locate the reference code. | ||
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| + | == Outcome == | ||
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| + | The outcome needs to send an email to the customer to allow them directly reply and for the continuation to happen. | ||
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| + | Put the subject of the External email as "Reply from Helpdesk Reference : ###--ID--#" | ||
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| + | = Challenges = | ||
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| + | The primary challenge of using this email are customers / the public changing the subject of the email to whatever they want. There is nothing can be done to safeguard this possibility. It is possible to use an onArrival approach which provides a broader approach to linking records. | ||
Latest revision as of 17:27, 8 February 2018
1 Overview
This engine allows an email that is received to continue a conversation or string of emails in and out of the system through a BEmail set up form.
Imagine you set the form up as a Case Management form. It is a help desk system. If an email comes in from a customer it's a new query. You reply to the customer using an outcome that sends an email. In that email is the reference code to this record. When the customer replies to the email again, bxp can identify the original email from finding the code in the Subject and link the returning email back to the original send.
The result of this process is that body of the email of the latest email in the chain replaces the CDA fields with the latest email. All of the original emails are placed into the Contact History of the record, including the current received email.
2 Setup
2.1 Advanced Settings
"Content Continue?" must be turned on.
"Content Continue - Field to match on" provides the field to look at to match for the code. Usually the Id field is enough but if you're creating custom reference codes, the engine also accepts any form field.
"Content Continue - Match pattern" is the pattern to look for in the Subject of the emails. The setup will be along the lines of
###--ID--#
The pattern needs --ID-- in it somewhere to locate the reference code.
2.2 Outcome
The outcome needs to send an email to the customer to allow them directly reply and for the continuation to happen.
Put the subject of the External email as "Reply from Helpdesk Reference : ###--ID--#"
3 Challenges
The primary challenge of using this email are customers / the public changing the subject of the email to whatever they want. There is nothing can be done to safeguard this possibility. It is possible to use an onArrival approach which provides a broader approach to linking records.
