Reply messages

You can set up e-mails that are sent in response to inbound e-mail to acknowledge that Mail has successfully created, updated or changed the status of a process. These reply messages are generic for all inbound e-mail, regardless of mail box.

You can create the following reply messages:

Successful Creation/UpdateSent when an e-mail is successfully created or when a process is successfully updated.

General Creation/Update FailureSent when an e-mail failed to create or update a process.

Unprivileged ActionSent when the e-mail is from someone who does not have the privilege to proceed with a particular action.

Process Unavailable – Sent when the process cannot identify a particular business function because it does not exist in the process. For example, if you try to add a note when the process has no Add Note functionality.

Invalid Process IdentifierSent when the supplied reference number does not match any records.

You can also insert data place holders into the reply messages. Place holders are attribute codes that enable you to customize the response e-mail content by inserting individual information from relevant records within your data source.

Reply messages can contain any of the following data place holders:

{ACTION} – The requested action generated by an inbound e-mail.

{IDENTIFIER} – The process reference number.

{PROCESS} – The name of the process that the inbound e-mail affects.

If you want to send your e-mails in HTML, then you need to know some HTML formatting. You don’t need a great deal of experience, but you should at least know the basics. For example: Thank you for your e-mail. Your {PROCESS} has been logged with the following ID: <STRONG>{IDENTIFIER}</STRONG>. This puts the Identifier in bold.

To set up reply messages for Action Settings:
  1. On the E-mail Setup tree, expand the Inbound E-mail folder, then double-click Action Settings.
    The Action Settings window appears.
  2. In the Reply Messages group box, type the messages that you want to send in response to actions taken because of inbound e-mails.
    These messages are sent to all inbound e-mails, regardless of mail box.
  3. Include any Place holders where necessary.
  4. Click to save the reply messages.
    The new settings are put into effect on any incoming e-mail from this point onwards.