Latest revision as of 00:18, 26 February 2026

EMail

The Email workflow block sends an email, with an attachment if so configured.

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

Settings

Title text

The name of the instance of the block. Enter a name in the text field and the new name of the block appears in the flowchart.

Outbound Email Account / Account

Select the account used to send the email. Applicable to email scenarios, task scenarios, and workflows. Available options vary by the type of service:

Service Default: Uses the email account of the service associated with the email. If a voice, chat, or task interaction could trigger this workflow, do not select this option, as it will stop workflow execution.

System Default: Uses the email configured in Call Center Configuration > Email Settings.

<Scenario Entry Email Account>: Allows you to select a specific email account from the email Scenario Entries. For task scenarios, this defaults to the first available non-system account.

For email service interactions, use the Service Default account to ensure that replies to the email sent by this block are linked to the existing case. Using a System Default or a Scenario Entry email account may result in the In-Reply-To headers (or their equivalent) being stripped from the email, resulting in replies to this email creating new cases.

If an account other than System Default is selected, the From / Address field is optional and defaults to the address defined by this property.


	If the workflow starts on a voice, chat, or task interaction and Service Default is selected, the block will throw an exception because there is no email account associated with non-email services.

From / Display name

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

From / Address

The email address of the email sender. A workflow 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. Workflow variables can be specified as values using the $(varname) format.

Template language

The ISO language code associated with the selected language (e.g., "en" for English, "ja" for Japanese, etc.).

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 workflow variables in the $(varname) format.

Message / Format

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

Message / Body

The text to be sent as a message body. It can contain workflow 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)

Contains survey link

This checkbox allows you to indicate that you have a configured survey form to select and send the survey link to your customer in this email to your customers at the end of a workflow. Note that if your contact center has no existing survey forms, there will be no survey link to select.

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.

The "Insert/Edit Survey Link" form will appear. Within that form you will find the survey URL, a "Text to display" textbox, a "tooltip" textbox, and a dropdown called "Open link in" with the option to pick between displaying the survey in a new window or the same page.

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.

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).

< Previous | Next >

@@ Line 1: / Line 1: @@
-<translate>= EMail=
+= EMail=
 [[File:WB-EMail-52.PNG|225px|EMail workflow block]]
@@ Line 6: / Line 6: @@
 For SMTP server configuration, see section [[contact-center-administrator-guide/Email|Email Settings]] of the ''Contact Center Administrator Guide''.
 == Settings ==
-[[File:Workflow-Survey-EMail-EN.PNG|800px|thumb|center|EMail settings]]
+[[File:Scenario-EMail-Block-535.PNG|650px|thumbnail|center|Scenario Builder EMail scenario block settings]]
 === Title text ===
 The name of the instance of the block. Enter a name in the text field and the new name of the block appears in the flowchart.
+=== Outbound Email Account / Account ===
+Select the account used to send the email. Applicable to email scenarios, task scenarios, and workflows. Available options vary by the type of service:
+* '''Service Default''': Uses the [[Contact-center-administrator-guide/ServicesandCampaigns/EmailTab|email account of the service]] associated with the email. If a voice, chat, or task interaction could trigger this workflow, ''do not select this option'', as it will stop workflow execution.
+* '''System Default''': Uses the email configured in [[Contact-center-administrator-guide/CallCenterConfiguration/EmailSettings|Call Center Configuration > Email Settings]].
+* '''<Scenario Entry Email Account>''': Allows you to select a specific email account from the [[Contact-center-administrator-guide/ScenarioEntries/Email#Account_tab|email Scenario Entries]]. For task scenarios, this defaults to the first available non-system account.
+For email service interactions, use the '''Service Default''' account to ensure that replies to the email sent by this block are linked to the existing case. Using a ''System Default'' or a ''Scenario Entry email account'' may result in the <code>In-Reply-To</code> headers (or their equivalent) being stripped from the email, resulting in replies to this email creating new cases.
+If an account other than '''System Default''' is selected, the ''From / Address'' field is optional and defaults to the address defined by this property.
+{{Note|If the workflow starts on a voice, chat, or task interaction and '''Service Default''' is selected, the block will throw an exception because there is no email account associated with non-email services.}}
 === From / Display name ===
 The display name of the email sender. A workflow variable can be specified as the value using the ''$(varname)'' format.
 === From / Address ===
 The email address of the email sender. A workflow variable can be specified as the value using the ''$(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. Workflow variables can be specified as values using the ''$(varname)'' format.
 === Template language ===
 The [https://www.loc.gov/standards/iso639-2/php/code_list.php ISO language code|target=_blank] associated with the selected language (e.g., "en" for English, "ja" for Japanese, etc.).
 === Template ===
 The language template to be used for the email (e.g., "English", "Japanese", etc.). The email's text will be displayed in the selected language.
 === Message / Subject ===
 The subject line of the email. Can contain workflow variables in the ''$(varname)'' format.
 === Message / Format ===
 The format for email: HTML (default) or .TXT (plain text).
 === Message / Body ===
 The text to be sent as a message body. It can contain workflow variables in the ''$(varname)'' format. Bright Pattern does not impose any limits on the size of the email.
-==== Insert $() ====
+=== Insert $() ===
 This button allows you to insert a [[Workflow-builder-reference-guide/Variables |  variable]] in the ''$(varname)'' format into the body of the email. Choose from the following:
 * $(user.firstName)
@@ Line 48: / Line 73: @@
 * $(app.emailAddress)
-==== Survey link ====
+=== Contains survey link ===
+This checkbox allows you to indicate that you have a configured survey form to select and send the survey link to your customer in this email to your customers at the end of a workflow. Note that if your contact center has no existing survey forms, there will be no survey link to select.
+=== 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.
+The "Insert/Edit Survey Link" form will appear. Within that form you will find the survey URL, a "Text to display" textbox, a "tooltip" textbox, and a dropdown called "Open link in" with the option to pick between displaying the survey in a new window or the same page.
 To learn how to create a survey, see [[Workflow-builder-reference-guide/HowtoSolicitPost-TransactionalSurveysviaEmail |  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.
 == Conditional Exits ==
@@ Line 64: / Line 99: @@
 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).
-</translate>