Overview: Send Email workflow module (Console)

This article explains the function and implementation process of using the Send Email module when building Workflows in Console. 

In this article

Overview

The Send Email workflow module sends and tracks the open and click activity of a customized email to one or several recipients. The email is sent from Avaya.cx system, which means you’ll need to first configure an email address for your Avaya.cx account to use before you’ll be able to successfully use this module within a workflow. 

So, use this module when you want Hammond to deliver one standard email to one or many recipients from a verified email address.

Common use cases for the Send Email module

Below are some common use cases for using the Send Email module:

• Feedback surveys: Request customer feedback after an interaction with your company.

• Scheduling service confirmations: Send a link to a scheduling tool for the customer to schedule their service appointment.

• Internal notifications: Notify a specific team member or supervisor that a customer moved down a specific branch of the workflow, like the Failed branch of Create Call module or the unmet branch of the Time Control module because the customer called outside of business hours.

How it works

This module enables Hammond to send an email both externally (to customers) or internally (to coworkers) with the customized ‘to’ and ‘from’ fields while also managing specific data on the email, like when the email is Delivered, Bounced, Opened, or Clicked. Note that the Opened and Clicked exit ports will only be present if you have configured the interior of the module to do so. 

So, if the email successfully reaches the recipient’s inbox, Hammond will proceed down the appropriate path based on the event triggered during the timeout configuration set within the module’s interior. This means that if you have a timeout period of five minutes, you have enabled the Opened and Clicked checkboxes, and you want to route the workflow differently for each of the three delivered paths, Hammond will proceed through the Clicked route immediately upon receiving a clicked event or he will wait the full five minute timeout period for the email opened event to occur. 

If neither event occurs, then Hammond will travel the Delivered route. Of course, if sending the email to the recipient’s inbox fails, then Hammond will proceed down the Bounced branch.

Let’s see how this works. Here’s an example. Imagine that your business offers installation and maintenance for your products, and a customer just called to schedule a service appointment. When the customer chats with Hammond to schedule the appointment, he directs the customer down the Scheduling Service branch of the workflow, which is where he collects the customer’s preferred email address for sending an email about the scheduling process. 

Hammond moves through a Say module to alert the customer that he’s sending an email and that the customer has four hours to schedule the appointment before being contacted again. He mentions that it will include a link to the scheduling system for setting up the appointment. He then moves through the Send Email module to deliver the actual dynamic email. After the email is sent successfully, Hammond waits the four hours configured within the Opened/Clicked Tab for the customer to schedule their service appointment and therefore trigger an Opened or Clicked event. 

Let’s now imagine how the Delivered branch experience could work. Once the email is successfully delivered, the customer sees the email ping in her inbox. She then opens it, reviews it, and clicks the link to start setting up the appointment. The four hour wait period now expires immediately upon the customer’s click. Hammond then follows up with a Send SMS module to notify the customer of a confirmed upcoming appointment then ends the workflow session with an End module. 

This is just one example of how to use the Send Email module.

Visual breakdown

Exterior structure

Interior structure

Below is the deep dive explanation for each interior area of the Send Email module.

Email

The Email section is where you define the important fields of the email, like: the recipient and sender, the subject line, and the specific contents of the email.

• From: The From menu is where you define the sender’s email address. The email addresses that populate within this menu were first configured to your avaya.cx account.

• To: The To menu is where you define the email recipient(s). There are two menu options: Source Email or Other.

  • • Source Email: This option sends the email to the email address that initiated the workflow session, that was collected through Hammond, or that the agent added to the customer details during a live interaction. 

    • Other: This option sends the email to one or many specific email addresses. To send this email to multiple email addresses, separate each email with one comma and no space.

    • Other: The other email field (indicated by the open field to the right of the To menu when ‘other’ is selected) is where you can either use variable replacement to have Hammond use an email address collected previously during the workflow session or where you enter a specific email address to send the email.

• Cc: The Cc menu is where you define the email recipient(s) that will be copied on the email sent to the recipient added to the To field. The menu options are similar to the To menu, so refer to that bullet point for more information on the menu options.

• Bcc: The Bc menu is where you define the email recipient(s) that will be copied on the email sent to the recipient added to the To field. The menu options are similar to the To menu, so refer to that bullet point for more information on the menu options.

• Subject: The Subject field is where you enter the subject message for the email.

• HTML / Plain (A): The HTML tab and Plain tab is where you format the main message for the email. Customize the email by adding pictures, videos, links, and plain text. Also, use variable replacement here as needed to include specific information from the interaction or workflow session within the email. For example, “Greetings, {{firstName}} - Thanks for reaching out to our team today. Your {{serviceType}} is scheduled for {{serviceDate}} at {{serviceTime}}.”

Events

The Events section is where you define what email activity Hammond tracks.

• Opened: The Opened toggle is where you can either enable or disable whether the module tracks the event of whether the email is opened or not. If this event is tracked (Opened toggle is set to enabled), then you can build a workflow branch for what happens when the email is opened by the recipient.

• Clicked: The Clicked toggle is where you can either enable or disable whether the module tracks this event or not. If the module tracks whether the opened email’s content is clicked on (Clicked toggle is set to enabled), then you can build a workflow branch to define what happens if the email contents are clicked on a recipient.