Question

Photo of Don Smallman

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External Inquiry

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Hi, can anyone tell me if there is a way to have the "External  Inquiry" workflow email the assiged user?

Thanks!
Don

  • Photo of Ken Roach

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    Hi Don.  What do you mean?  Do you mean, Can the External Inquiry workflow email a person associated with the selected inquiry option?  Yes.  That's how it is designed and how we're using it.  If you mean, Can it email the person logged on? Yes, there is a value for the current logged on user that can be used.  (But this will be empty for an external user that has not logged on obviously.)  Let me know if you need to see the workflow Actions and Activities to achieve this.

    • Don Smallman

      Don Smallman

      Hi Ken, in the work flow there is a place to assign a user, which I assume is the person responcbile for responding to a particular inquiry. Our work flow does not seem to be sending an email to our internal person when an inquiry is received. So, how are you sending emails to your staff letting them know they have an inquiry? Also, how are you responding to these inquiries if the person is not logged in or in your database?


      I trust you got my email and appology today? Which is why I asked this question :-)

    • Photo of Ken Roach

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      Hi Don.  This is how our internal inquiry workflow is set up.  Let me know if you need more details.  If you wanted to email someone not in the system you could hard code the email address in the 'Email it to Me' Send an Email action.  At the moment, I've just left it up to email recipients to take action.  There is no workflow follow-up action (yet).  Our inquiry form simply asks for the persons email, and we just use that to reply to.   (Yes, received email - all good, thanks.)

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    • Photo of Don Smallman

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      Here is what mine looks like now.  It does NOT appear to be working...  Not sending the emails.

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      • Ken Roach

        Ken Roach

        Try adding an action before the Send Email action that writes a note, and use Lava to see what Worker is set to. Do you have a test on Assign New Worker so that it only does it if there is a New Worker?

        • Ken Roach

          Ken Roach

          Test is Run If Assign New Worker is Not Blank. But if you do this between setting the Worker based on the inquiry type, and before you send the assignment email, it will never send to the initially assigned worker for the Inquiry Type.