E-mail because of a dossier item

You can inform customers automatically by e-mail if you have submitted a dossier item or if the status of a dossier item has been changed.

Note: 

In workflow tasks for which you send an automatic e-mail, it is mandatory to use the queue. This service performs tasks in the background so that you can continue to work and do not need to wait until the task is finished.

In a workflow task, you can specify that the user(s) of a dossier item in the workflow should automatically receive an e-mail message. You can also specify this for the customer in the properties of the workflow action. If you send an e-mail via a workflow task, the mail is only sent to internal users. If you send an e-mail via a workflow action, the mail is only sent to external users.

The question you have to ask yourself when configuring the workflow action is 'To whom are we sending the e-mail?'. In the properties of a workflow action, you can specify that you want to send an e-mail to an external user when the status of a dossier item in the workflow is changed.

Example: The customer has to approve something:

The accountant submits a dossier item that is visible to the customer on the accountancy portal. He wants the customer to receive an automatic e-mail when the For approval by customer action is performed.

Who does the accountant send the e-mail to?

• Dossier item with the organisation of the customer as destination without a contact person

  You send the e-mail to someone in the organisation.

• Dossier item with the organisation of the customer as destination with a contact person

  You send the e-mail to the contact person or to someone else in the organisation.

Example: Dossier item for customer:

The accountant submits a dossier item that is visible to the customer on the accountancy portal. He wants the customer to receive an automatic e-mail about this.

Who does the accountant send the e-mail to?

• Dossier item with the organisation of the customer as destination without a contact person

  You send the e-mail to everyone in the organisation who can access the portal. After all, you cannot now determine the role.

• Dossier item with the organisation of the customer as destination with a contact person

  You send the e-mail to the contact person or to everyone in the organisation who can access the portal.

Example: Customer has submitted a dossier item and needs to know the status:

The customer submits a dossier item that ends up in a workflow of the accountant. When a certain action is performed, the accountant wants to inform the customer by e-mail that the dossier item has reached a specific status.

Who does the accountant send the e-mail to?

• Dossier item with the organisation of the customer as destination without a contact person. The sender also is somebody in the customer's organisation.

  You send the e-mail to the sender or (alternatively) to everyone in the organisation who can access the portal.

• Dossier item with the organisation of the customer as destination with a contact person

  You send the e-mail to the sender or to the contact person, or (alternatively) to everyone in the organisation who can access the portal.

To configure a workflow action:

1. Go to: CRM / Dossier / Configuration / Dossier item type.
2. Open the properties of the dossier item type.
3. Go to the tab: Workflows.
4. Open the properties of a workflow.
5. Click on the action: for which you want to set up an e-mail.
6. At the top, click on Properties.
7. Select the Send message check box.
8. Specify to whom you want to send the e-mail. You can choose from:
   • 1: Portal users of destination with rights to task
   • 2: All portal users of destination
   • 3: Contact person of destination
   • 4: Sender
9. Select the message template you want to use for sending the e-mail.
10. Click on: OK.