Any correspondence being created as an email, will have the following options:
Option | Description |
Title | This is the name of the Smart Template Content. By clicking the link you can view the Content settings. |
Delivery Method | ‘Email (Inline)’ indicates that the template will be generated as an email. |
Finalised | This indicates if the template is ready to send upon generating (e.g. no editing or amendments need to be made to the template before it is sent to the recipient). |
Recipient | This indicates the name and email address of the contact the correspondence is being addressed to. |
| Send From | This is the email address that populates the From field of the generated email. |
| Also CC | Tick options to choose if a case user is CC'ed. |
| Action Buttons | Preview/Generate/Discard the correspondence. |
To process the task and create the correspondence:
- Choose the Recipient (if not selected)
If no recipients are available, check that the case contacts have been enabled to receive correspondence in the Address Book. (See ‘Correspondence Management’ for more information). - Select a ‘Send From’ account
By default the email will be generated from the email address of the Outlook account linked to your Equinox account.
To set up additional Send From email addresses, please see the User Preferences. - Select whether any case users should be cc’ed into the correspondence
It is possible to tick these boxes by default e.g. if you always want to automatically CC the Formalities user - Click ‘Preview’ to see what the generated email will look like
- Generate the template
> Click ‘Create Draft’ if you want the email to be generated as a Draft email in your Outlook account. (Useful if any amendments need to be made or checked before the email is sent).
OR
> Click ‘Send’ if you want to immediately send the email to the recipient upon generation. This option is only available if the Smart Template Content has been marked as ‘Finalised’. (Useful for templates or correspondence that do not need to be customised or checked. - Send the email from your Outlook account
> If you have clicked ‘Send’ at step 5, this has already been completed.
> If you click ‘Create Draft’ login to your Outlook account to send the email. - Mark the correspondence task as Done
Once the email has been sent, you can mark the task as Done either from the task screen or from the Outgoing Correspondence tab.
The sent email will automatically be saved to the Documents tab of the case and will be attached to the correspondence task as a Linked Document for future reference.
Note: If you try to mark the task as Done before the email has been sent from your Outlook account, users will see a warning. They can either:
- ‘Close’ the warning to send the email before marking the task as Done
OR - ‘Discard’ the correspondence and proceed with marking the task as Done.