Workflow Email Templates (Settings)

This setting is used to configure email templates that can be associated with one or more Workflow Tasks.

Accessing Workflow Email Templates

Settings > Workflow Settings > Email Templates

Add a Workflow Email Template

Enter a name for the Email Template into the  Add a new email template field, and click Add.

The following fields will be presented:

Email Template (mandatory)

The name of the Email Template.

Sender Name

By default, Workflow Emails appear to the recipient as having been sent from the currently-signed-in user. i.e. The recipient's email client will display the sender's name as the Staff Name of the CommTrak user (as configured in My Details) who sent the email.

This field allows the provision of an alternative sender name for the outgoing email. For example, if the Workflow Task pertains to an accounts issue (such as sending an invoice), the email sender's name could be presented to the recipient as 'Accounts Department'.

Sender Email Address

By default, Workflow Emails appear to the recipient as having been sent from the currently-signed-in user's email address. i.e. The recipient's email client will receive the email from the CommTrak user's email address (as configured in the Email field in My Details), and the recipient's replies to the email will be received in the inbox (e.g. Outlook) of the CommTrak user who sent the email. Replies from the contact will not be received by CommTrak.

This field allows the provision of an alternative email address for any replies to the email. For example, if the Workflow Task pertains to an accounts issue (such as sending an invoice), the Sender Email address could be configured as accounts@yourco.com.au. This could be a distribution email address configured within your organisation's email system (i.e. not configured in CommTrak).

Alternatively, the Sender Email address could be specified as a CommTrak Ticket-From-Email address, in which case, replies from the contact will automatically generate a CommTrak Ticket. For further information pertaining to the configuration of Tickets-From-Email, please see Support Centre article, Tickets From Email (Settings).

Workflow Tasks Assigned

This field presents a list of all Workflow Tasks, as configured in Workflow Tasks (Settings).

Tick the Workflow Tasks to which this Email Template should be assigned. When the Email icon for the Task is clicked, on the Active Workflow Case screen, the Send Email pop-up window will be displayed, and the Email Template will automatically be applied to the email.

Email Subject

If required, an email subject can be specified in this field. When the email template is selected in the Workflow Task, the  Subject field will be populated with text in this field.

If this field is left blank, the Subject field will need to be completed by the user once they have selected the Email Template.

Email Body

This field is the template for the body of the email message.

See Support Centre article Email Template (Settings), for further information about editing the Email Body field, including the use of Placeholders. and the ability to preview the template prior to saving changes.

Modify an existing Workflow Email Template

• Select a Workflow Email Template from the list displayed at the top of the settings screen
• Edit the fields as required (refer to the available fields in the above section, Add a Workflow Email Template)
• Click Save

See Support Centre article Email Template (Settings), for further information about editing the Email Body field, including the use of Placeholders. and the ability to preview the template prior to saving changes.

Delete an Existing Workflow Email Template