Send Email and Wait Actions

Overview

Enate allows the automatic sending of emails by the system.

A 'Send Email and Wait' Action type that you can add to your Case flows will automatically send out an email and wait for a reply to the email before closing and progressing to the next Action.

If you want to automatically send out an email and then immediately progress on the the next Action without waiting for a response, you should instead select a 'Send Email' Action - see here for more information on that Action type:

Send Email Actions

For detailed information on how Send Email and Wait Actions work at runtime, see the dedicated Work Manager section:

'Send Email' and 'Send Email and Wait' Actions

Creating a Send Email and Wait Action Type

You can either create a Send Email and Wait Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Send Email and Wait Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Send Email and Wait Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Send Email and Wait'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add an Send Email and Wait Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Send Email and Wait Action'.

This will add the Send Email and Wait Action to the Case flow.

Configuring Send Email and Wait Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Setting	Description	Notes
When is it due?	Select a value from the dropdown menu of Due Date ‘flavours’	Mandatory to set live. (See Due Date Flavours Settings for more information).
Who does it go to?	Select a value from the dropdown menu of Allocation ‘flavours’	Mandatory to set live. (See Allocation Flavours Settings for more information).
General Settings	Select a value from the dropdown menu of Follow Up ‘flavours’	Mandatory to set live. (See General Settings Flavours Settings for more information).
Main Card	You can select a Custom Card to display on the main section of the Action screen.	Optional. See here for more information about Custom Cards.
Side Card	You can select a Custom Card to display on the side panel of the Action screen.	Optional. See here for more information about Custom Cards.
Manual Creation	Switching this setting on allows the Action to be started manually in Work Manager.	Optional. See Adding Ad-hoc Actions section for more information.
Checklist	Here you can add local checks to the Action that help support 'custom' activities that take place for that specific Action. You can also edit the global checks for the Action type from here too, if it has any.	Optional. See here for more information about adding checklists.

Additionally, once a Send Email and Wait Action has been added to your Case flow, a new 'Email info' tab will display in the info grid.

Here you need to add the following settings that are only relevant for Manual, Send Email and Send Email and Wait Actions.

Setting	Description	Notes
From Email Address	Enter email address to be used as the from address.	Mandatory for a Send Email and Wait Action. Only one email address can be used.
Email To	Enter the address to where the email will be sent from the Action.	Mandatory for a Send Email and Wait Action. Only one email address can be used.
Email CC	Enter email addresses where the email should be cc’d	Optional.
Email BCC	Enter email addresses where the email should be bcc’d	Optional.
Email Template	Select the desired Email Template from the dropdown list	See Email Template section for more information on how to create Email Templates.