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A list of default email templates are available to you that are immediately ready to use. You can edit and adjust the content of these Default templates, but you cannot delete them.
There are three types of Default Email Template in Enate:
System Email Templates
Ticket/Case Email Templates
Feedback Footer Templates
A number of System Email Templates are available by default. These can be edited but cannot be deleted, and new System Email Templates cannot be created. Current System Email Templates are as follows:
New Agent User Creation - will trigger when a new user is created
Forgot Password - triggers when a user clicks on 'forgot password' on the login screen
SSO Forgot Password - triggers when an SSO user clicks on 'forgot password' on the login screen
Password Reset Confirmation - triggers to confirm when a user has successfully reset a password
Note: Default Email Template content is supplied in English only, however you are able to manually specify translations in other system-supported languages.
Ticket/Case Email Templates are fully editable, and new ones can be created. Ticket Email Templates that are available by default are:
Request Acknowledgement - triggers when a Ticket has successfully been created. Includes Ticket reference number. Goes to the primary contact of the recipient, and to any CC contacts.
Ticket Launched Case - triggers when a Ticket has successfully been converted into a Case
Ticket No Response - gets sent when a Ticket is in a state of 'Waiting for more information' and no response received within waiting time set. Goes to Primary Contact.
Ticket Split - gets sent when a Ticket has been successfully split to the primary contact.
When you set an Email Template (e.g. the Default Template) in the Case settings as part of Case configuration, this template will be used whenever an Agent chooses to manually compose an email while on the Case screen in Work Manager.
Note that this will NOT take effect for that Cases' Actions - you will need to set a specific Email template against an Action for it to display when an agent is manually composing an email when on an Action screen.
Feedback footer templates are fully editable and new ones can be created.
The same GUI is used for defining Feedback Footer templates as for Email Templates, however it is only the HTML Body content that you define which will be used – it will be appended to the bottom of whatever email is being sent (if it’s configured to do add footers in).
Any Files and Subject text configured which you might (irrelevantly) set when you’re defining a footer template will be ignored; only the body text is selected.
Enate allows you to create, manage and use approval request flows.
As part of this, the person who will make the approval decision will receive an automated email containing the information they need to make the decision.
You can set the template of that email in the Email Templates section of Builder.
You can either select one of the system standard templates, depending on the approval type, or you can select from one of your own custom email templates.
There are two system standard templates available:
Approval Request Multi-Level - make sure to select this option if you're approval is multilevel
Approval Request Parallel - make sure to select this option if you're approval is a parallel request
If the system standard templates don't quite meet you needs, you can modify the existing pre-created approval templates, or create your own from scratch. When you are creating your own from scratch, make sure to set the purpose of the template as 'approval request' in order for it to appear as an option for you to choose from when you are designing your approval process in the Case screen.
You can insert or edit the approve and reject buttons to you email using the 'Insert Approval Buttons' option.
These buttons are editable using the button details pop up.
You can also add approval-specific custom fields to the template which will auto-populate with the details relevant for each specific approval request.
These fields include:
Approval Accept Request Link - inserts a hyper link to the approval acceptance page
Approval Decline Request Link - inserts a hyper link to the approval decline page
Approver Level - inserts the level of approver (this will only be relevant for multi-level approvals)
Other Approver Names - inserts the names of the remaining approvers (this will only be relevant for multi-level approvals)
Total Number of Approvers - inserts the total number of approvers
Type of Approval - inserts the type of approval (i.e. multi-level and parallel)
Once you save it, you can select to use this template in your approval processes from the Case flow.
At runtime, when the flow of a Case reaches your approval action, the email will be automatically sent out to one or more approvers. The mail links for approval decision will take them to the relevant approval decision page, let them confirm a decision and add any comments if they want. If they've decided to decline the request, they will have to specify a rejection reason. The rejection reasons they can choose from are set in Builder, see the following section to find out more.
You can see where existing Email Templates are being used in your system by clicking on 'Edit' and selecting the 'Usages' tab.
'Email Template in Processes' shows the total number of processes where the particular template is in use, and in the table below it will break this information down further showing you each individual process where the template is being used, and how many times the template is used within that process.
'Canned Responses in Service Line' shows the total number of service lines in which the Email Template is being used as part of a Canned Response. The table below will break this information down further showing you each individual service line where the template is being used as part of a Canned Response.
You can compare the contents of Email Templates to help you merge very similar emails together and standardise your Email Templates.
There are two aspects to this:
Merging together templates where content is the same
Reducing the number of separate templates which have been created purely for multiple languages by allowing you to merge the additional language content into a single template – e.g. a ‘Leavers Email’ template can now be defined once and have the alternate language content set within the same template rather than creating 8 separate templates, once for each language.
By performing this commonisation we can significantly reduce the number of email templates which are needed. Watch this video to find out more:
The recommended approach / order for manually commonising content with merging is as follows:
Merge together duplicate emails in your core language, e.g. English.
Merge together any duplicate emails in further languages.
As a last step, incorporate the additional language content into templates which will be used for the same business purpose and where only the language differs.
Select an email template from the grid and from the ‘…’ menu select ‘Compare'.
This will bring up the dedicated ‘Compare Templates’ screen.
On the left side you will see the subject and content for the selected email. A list of the other email templates in the system will display on the right side, along with a percentage match marker (sorted by best match first). You can filter to only show templates above a certain threshold, e.g. ‘only templates with 90% match and above’ – use the slider tool at the top of the screen.
Click ‘Compare’ to view another email in detail for visual comparison.
Use the dropdown control to choose between viewing the:
Preview
Plain Text
HTML
You can also click on the ‘Used in X processes’ link on either email to view where they are currently being used. If after reviewing you decide these emails should be deduped, click the ‘Merge’ button. This will retain the email template on the left, will delete the template on the right, and will replace all usages of the deleted template with the remaining one.
When merging includes a template with content in multiple languages, the content in that other language will be copied over into the remaining email (if content did not exist in that languages previously).
When your Enate system is set to use 'Plus Addressing Only' mode for how it processes and routes emails, your end clients will now see an additional line auto-inserted into the emails they receive. This line contains guidance on how to best respond to the email, based upon their intention to either start a new business request or continue correesponding on the same item. This is the new line they will see.
By default, the content will read as follows:
'##- For responses related directly to this request, please send a reply email. Please do not adjust any email addresses in this mail. For NEW requests, please create a brand new email instead. -##'
The intention here is to avoid erroneously creating brand new tickets from incoming emails where the client really intended just to continue correspondence. The note regarding email addresses is to encourage client users to leave Plus Addressing-style email addresses as-is rather than removing or adjusting them when they send a response back in.
As part of this new feature, a new 'Reply Instructions' Email template is available within the Email Templates of Builder. This will allow users with the required feature access to specify alternative content that you wish to show to your client users instead of the default.
If the reply instructions are on a manually written email, the reply instructions will appear just above the Enate user's signature.
If the email is one which has been automatically generated by the system, these reply instructions will appear directly at the top of the email body text.
The 'Reply Instructions' template will only be available to be used when the 'Plus Addressing Only' option is toggled on in the 'General Settings' of Builder. When this option is enabled, users will see a notification message saying that the 'Reply Instructions' template is enabled as well as a link to allow the user to view/ modify it.
Builder users can reach the template by either clicking on the link that appears in general settings or by finding it from the template list in the same manner they can find all other Email templates. If users have the ability to edit templates turned on then they can select to edit the template, otherwise users can only view it. If a user clicks to edit the template they will see that the purpose of the template is already set to 'Reply Instructions'. This cannot be changed, however the name of the template can be modified.
Users will be presented with default description text and default instruction text in the body of the email. Both of these default texts can be edited.
It should be noted that only one 'Reply Instructions' template can exist in the system and therefore users will not be able to chose reply Instructions as an option in the Purpose drop down when creating other templates.
For users to be able to edit the 'Reply Instructions' template they must have the option to edit templates enabled in User Roles. By default, users with 'System Administrators' Builder Role will be able to edit the 'Reply Instructions' default email. Add 'Edit Email Content' to the Builder User Role of other people you wish to have this access.
In the ‘Canned Response’ part of the Email section you can select which Email Template content that should be made available as reusable standard body texts for Service agents when they 're writing emails on work items in Work Manager.
Canned Responses use Email Templates which are set with a Purpose of ‘General’, and provide the same functionality as email templates, with one difference: Email Templates are used as the the content for in-process auto-generated emails; Canned Response sections are added manually by a user when composing an email to send out from a Case/Ticket/Action.
Note: Only the email body text from the Email Template is used when inserting a Canned Response into an email in Work Manager. Other values e.g. email subject are ignored.
The availability of an email template to be usable as canned response text is defined at the SERVICE LINE level - i.e. you pick which service lines you want that email text to be available in. The steps required are as follows:
Create a 'General' email template in the Email Template section.
Got to the Canned Response section and select if it should be available for a Service Line or not.
And that's it!
When writing an email in a Ticket, Case or Action, you can insert a Canned Response by clicking on the relevant icon at the bottom of a write an email screen. This will show you all canned texts available for the Service Line and you can use the free text search function to filter items by title.
Additionally, more than one canned response can be added to the same manually composed email. Attachments and tags are managed in the same way as for templates - if there's a file linked to the template, it will be auto-added to the email when you insert the associated canned response.
Email Templates help with task optimisation and efficiency.
Email Templates are used in 4 main areas:
For standard Ticket activities
For in process automated emails Actions in a Case flow
As Canned Response email sections, available when manually composing emails in work items
For standard user admin activities e.g. when a user needs to reset their password.
Email Templates are defined in the Email section of Builder and are set at a global level – i.e. any email template defined is available for use within any process. Watch this video to find out more:
A list of default email templates are available to you that are immediately ready to use. See here for more information about Enate's Default Email Templates:
You can create new templates of your own to use as part of your business operations. See this section to find out more:
There are a number of different attributes which can be defined when creating / editing Email Templates.
The Info tab is used for defining the key information of the template:
Name: In addition to a friendly name for subsequent selection
‘Purpose’ dropdown determines what the template can be used for (this is the type of template as defined above). Please note: This is set permanently when you are creating the template and cannot be modified subsequently.
Description of the template
Subject of the email.
Email Body – The contents of the email, along with rich text formatting.
System fields can be inserted into the Subject and the HTML Body. They take the form of the field name surrounded by square brackets e.g. [customerName]. Only fields recognized by the system will be replaced, to avoid false matches on the email e.g. [this text would remain in the email].
Note: This tab provides the English (default) version of the email content, with definitions for alternate languages definable on the ‘Translation’ tab.
The Files/Links tab defines attachments that will be added to an email by default when this template is used.
If files are attached to a template, they should be provided for each language used.
The tags functionality allows the auto-adding of files or links to an email based on their tag if the tag matches the variable set in the email template.
Links will be injected anywhere in email body text that the 'Hyperlinks' variable, available in the info tab, has been added.
The content for each language is provided on this tab. If content for a language is not provided, the system will either use the regional default language or will fall back to English.
If a link is added to the translated email template, you will be prompted to verify the link.
You can verify the link by highlighting the text you want to act as the hyperlink, clicking on the 'Insert Link' icon and then entering the URL to link to.
Please note that email template names can be set in multiple languages in the Localisation section of Builder, allowing users working in that language to choose the template with a name set in this language.
