Viewing and Composing Case Emails

Automatically generated client case emails can be viewed and edited during the Compose phase.

Before you begin

To enable email functionality, the following must be done before an email can be sent.
  • Email context properties must be configured. See Service Infractions Context Properties for descriptions of Email context properties.
    Email context properties
  • In a policy's settings, click Send Out Email for each phase of the policy to verify the SMTP server credentials. A blue check mark will indicate that the connection was successful.
    A red rectangle surrounding the Sent Out Email option.
    Note: After the connection is successful, you can add the email subject and upload the email template. If you have a preset policy, this will automatically appear.

About this task

Template emails are attached to policies by a system administrator. These are used to automatically generate case-specific emails, which can also be modified by system users before they are sent to clients.

Procedure

  1. Open the Cases tab.
  2. Click Case Emails.
    Case Emails appear in the selected pane.
  3. Do one of the following:
    • Click the email link in the Case Emails widget.
    • Click Download.
    You can also download case emails for all clients in a selected Compose phase by clicking the arrow next to Download and then clicking All in Phase.
  4. Navigate to the downloaded email.

    The downloaded file may be accessible in your web browser, or you may need to look in the hard drive. Typically, downloaded files are found in the Downloads folder.

  5. Double-click on the email to open it in Microsoft Word.
    The email can be viewed and edited.

What to do next

After editing, you can click Send: to send the email and transition the case to a Delivered phase. The Case Email pane will be updated with a Sent Out checkmark and the date of when the email was sent.