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• 5.3

Contents

EMail

The Email scenario block sends an email, with an attachment if so configured. It can be used together with the Record block to send recorded voice messages.

For SMTP server configuration, see section Email Settings of the Contact Center Administrator Guide.


Scenario Builder EMail scenario block


Conditional Exits

The EMail block may take the Mail not sent conditional exit, in which the message cannot be sent (if, for example, the SMTP server is down).


Settings

Scenario Builder EMail scenario block settings


Title text

The name of the instance of the block (any name).

From / Display name

The display name of the email sender. A scenario variable can be specified as the value using the $(varname) format.

From / Address

The email address of the email sender. A scenario variable can be specified as the value using the $(varname) format.

To / Address(es)

The email addresses of the intended recipients. If sending to multiple email addresses, separate email addresses using a comma or a semicolon. Scenario variables can be specified as values using the $(varname) format.

To / URL of the recording to attach (optional)

The URL of the recording to attach is the full HTTP URL of the voice recording previously done by a Record scenario block. A scenario variable can be specified as the value using the $(varname) format. Typically, the Record block will store the resulting URL in a scenario variable; this variable will be used by the EMail scenario block.

(Before Bright Pattern Contact Center version 3.7.7, a combination of the Record and Email scenario blocks were used to implement recording and distribution of voicemail messages. Starting from version 3.7.7, a new scenario block, called Voicemail, was introduced to combine the aforementioned functions and support various storage and playback options specific to voicemail.)

To / Template

The language template to be used for the email (e.g., "English", "Japanese", etc.). The email's text will be displayed in the selected language.

Message / Subject

The subject line of the email. Can contain scenario variables in the $(varname) format.

Message / Format

Specify the format for email: HTML (default) or .TXT (plain text).

Message / Survey link text

The text of the survey link (if there is one; see "Survey link" below), in the same language as the template.

Message / Body

The text to be sent as a message body. It can contain scenario variables in the $(varname) format. Bright Pattern does not impose any limits on the size of the email.

Insert $()

This button allows you to insert a variable in the $(varname) format into the body of the email. Choose from the following:

  • $(user.firstName)
  • $(user.lastName)
  • $(user.email)
  • $(from.name)
  • $(from.emailAddress)
  • $(case.number)
  • $(app.emailAddress)

Survey link

This button allows you to select a configured survey form and insert a link to it into the body of the email. Note that if your contact center has no existing survey forms, there will be no survey link to select.

To learn how to create a survey, see How to Solicit Post-Transactional Surveys via Email.

Remove <Language> Template

Clicking this button deletes any text present in the message body.

Test <Language> Template

Clicking this button sends a test email, with the specified message, to a specified email recipient.


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