Processing and Reply to Email

Start

Start component

Get Email

Component for retrieving message information.

To do this:

• In the Message Id field, specify the message identifier. In this Flow schema, the identifier is passed using the variable — ${message_id};

• In the Set variables element, add additional variables:

  • files - attachments;

  • html-body - html;

  • subject - subject;

  • from - from;

  • message_id - message_id;

  • contact_ids - contact_ids;

  • body - body.

Form Text

To display an inbound message.
To do this:

• In the Id field, specify a service name. In this Flow schema, text is specified;

• In the Text field, specify the variable ${html-body} to display the message body;

• In the Label field, specify the title. In this Flow schema, the message subject is specified using the variable - ${subject};

• In the Hint field, specify a hint. In this Flow schema, the following is provided: Hint: This displays text from the Hint field of the Form Text component.

Form Text

For displaying the text with information about the inbound message.

To do this:

• In the Id field, specify a service name. In this Flow schema, debug-info is specified;

• In the Text field, specify the following: <P><B>Message from: </B> ${from} </P>

  <P><B>Message subject: </B> ${subject} </P>

  <P><B>Message ID: </B> ${message_id}</P>

  <P><B>Message body: </B> ${body} </P>

  <P><B>Contact: </B> ${contact_ids} </P>

• In the Label field, specify the title.
  In this Flow schema, the following is specified: Information about the inbound message:;

• In the Hint field, provide a hint.
  In this Flow schema, the following is specified: The following is displayed: from, subject, message_id, body.;

• In the Color field, select the color info;

• Set the Collapsible switch to the active position.

Form File

File container for inbound message attachments.
To do this:

• In the Id field, enter a system name. In this Flow schema, it is set to files-form.

• In the Initial value field, specify the variable that contains the attached files from the inbound message. In this Flow schema, it's ${files}.

• In the Label field, specify the title. In this Flow schema, the following is specified: Attachments from the inbound message:;

• In the Hint field, enter a hint. In this Flow schema, the following is specified: Files are displayed here if they are present in the inbound message.;

• Set the Readonly switch to the active position;

• Set the Collapsible switch to the active position.

Form File

File container for outgoing message attachments.
To do this:

• In the Id field, enter a system name. In this Flow schema, it is set to files-send-form;

• In the Label field, specify the title. In this Flow schema, the following is specified: Add attachments for the outbound message:;

• Set the Collapsible switch to the active position.

Form Rich Text Editor

To create a text input field with a formatting option for the Agent.
In it, you enter the text that will be sent to the email address specified in the Send email component.

To do this:

• In the Id field, enter a system name. In this Flow schema, it is set to html-body-form;

• In the Initial value field, specify the pre-filled text. In this Flow schema, the following is specified: Best regards, Your Care Team :);

• In the Label field, specify the title. In this Flow schema, the following is specified: Please enter your response to the message below.;

• In the Output field, select the HTML option.

Form Textfield

To create an input field for the Agent. This Flow schema uses this component to enter the recipient's email address in the response form.

To do this:

• In the Id field, enter a system name. In this Flow schema, it is set to to;

• In the Initial value field, specify the recipient's email address for the reply. In this Flow schema, the address from which the message was received is indicated using the variable - ${from};

• In the Label field, specify the title. In this Flow schema, the following is specified: To:;

• In the Hint field, specify the hint. In this Flow schema, the following is specified: Enter the recipient's email address.

Form Textfield

To create an input field for the Agent. In this Flow schema, this component is used to input the email address to which a copy of the reply will be sent.

To do this:

• In the Id field, enter a system name. In this Flow schema, cc is specified.

• In the Label field, specify the title. In this Flow schema, the following is specified: Copy:;

• In the Hint field, specify the hint. In this Flow schema, the following is specified: Enter the email address.

Generate Form

Create a form based on previously created elements.

To do this:

• In the Id field, enter a system name. In this Flow schema, it is set to Email-form;

• In the Form title field, enter the text of the form title: Inbound message from ${from};

• In the Body contents field, enter the id of the components in the order in which they should be displayed in the form. To add a component, enter the component id and click the Add button: 

  • Enter the id from the Form Text component - text and click the Add button;

  • Enter the id from the Form Text component - debug-info and click the Add button;

  • Enter the id from the Form File component - files-form and click the Add button;

  • Enter the id from the Form Textfield component - to and click the Add button;

  • Enter the id from the Form Textfield component - cc and click the Add button;

  • Enter the id from the Form Rich Text Editocomponent - html-body-form and click the Add button;

  • Enter the id from the Form File component - files-send-form and click the Add button;

• In the Form actions element, enter the data for creating buttons:

  • The Don't answer button
    

    • In the Id field, enter the service name - close;

    • In the Color field, select the button color - danger;

    • In the Text field, enter the name of the button - Don't answer

  • the Send button

    • In the Id field, enter the service name - send;

    • In the Color field, select the button color - success;

    • In the Text field, enter the name of the button - Send

If

Checking if the Send button is clicked.

To do this, enter the following in the Expression field: ${Email-form} == 'send'

Branch 1

Send email

To send an email.

To do this:

• Enter the recipient's email address in the To field, or specify it using a variable. In this example, the variable used is ${to};

• In the Copy field, enter the email address to which to send a copy of the answer, or set it using a variable. In this example, the variable used is ${cc};

• In the Subject field, enter the subject of the outgoing message. In this Flow schema, a variable is used to pass the subject of the inbound message - ${subject};

• In the Message field, enter the message's text to be sent or specify it as a variable. In this Flow schema, a variable from the Form Rich Text Editor component is used - ${html-body-form};

• In the Files field specify the variable id from the Form File component - files-send-form;

• In the In Reply To field, specify the variable ${message_id} to quote the inbound message;

• In the Owner field, specify the variable ${user_id};

• In the Profile field specify the identifier of the Email profile to be used. In this example - 120;

• Set the Store switch to the active position;

• In the Retry count field, specify the number of retries;

• Switch the SMTP Auth switch to the active position - the User field and the Password field are added:

  • In the User field, enter the email address specified in the Email profile (in the Login field), which will be used to send notifications;

  • In the Password field, enter the password for the email address specified in the Email profile (the Password field), which is used to send the message;

  • In the Port field, enter the data from the SMTP Port field of the Email profile used;

  • In the Server field, enter the data from the SMTP Host field of the Email profile used.

Attempt Result

In this example:

• In the Status field, select - success. Click the Add button;

• Set the Break switch to the active position.

Branch 2

Attempt Result

In this example:

• In the Status field, select - abandoned. Click the Add button;

• Set the Break switch to the active position.