question Re: Unable to reply a user who is not the part of user table when incident is created in Virtual Agent forum

Unable to reply a user who is not the part of user table when incident is created

divyanaraya — Tue, 08 Oct 2024 16:02:39 GMT

Hi,

We want to enable users who are not part of user table to create incident by mailing to the instance link.

Now incident has been created after receiving the mail. But how to enable a notification to that user that incident has been created.

I have tried creating a notification but that didnt send any reply to the user. Could you please help. below are screenshots of the notification i have created.

Re: Unable to reply a user who is not the part of user table when incident is created

shubhamseth — Wed, 09 Oct 2024 05:14:31 GMT

@divyanaraya check below if it helps:

Recipient Configuration:

Ensure that the email of the sender (non-registered user) is being captured.
In the Who will receive section, set the Recipients to the Sender of the email.
User criteria does not apply since the sender is not a user in the User table, so avoid selecting any specific roles or groups in this area.

Re: Unable to reply a user who is not the part of user table when incident is created

divyanaraya — Wed, 09 Oct 2024 08:44:32 GMT

Hi Shubham ,

Could you please suggest on how do we capture the email of the sender.

Regards,

Divya

Re: Unable to reply a user who is not the part of user table when incident is created

vermaamit16 — Wed, 09 Oct 2024 09:20:28 GMT

Hi @divyanaraya

You can create a flow for your requirement. Keep the flow trigger to email received. Inside the flow, make use of Create Record Action to create the incident. Post incident creation, you can make use of Send Email action to send email back to the caller.

Thanks and Regards

Amit Verma

Re: Unable to reply a user who is not the part of user table when incident is created

divyanaraya — Wed, 09 Oct 2024 10:21:48 GMT

Hi @shubhamseth ,

I have created a string field to capture the email of the sender.

And this field is used under ' Who will receive' - Users/groups in fields.

After saving this notification, I have sent an email.

Email logs say , email is received and notification sent to user. But I have not received that notification email.

Please not emails sending/receiving has been enabled.

Regards,
Divya

Re: Unable to reply a user who is not the part of user table when incident is created

shubhamseth — Wed, 09 Oct 2024 11:56:23 GMT

Looks like email is blocked at receiver end. Can you check with some other email ID once

Re: Unable to reply a user who is not the part of user table when incident is created

divyanaraya — Thu, 10 Oct 2024 07:26:56 GMT

Thanks @shubhamseth its working now

Re: Unable to reply a user who is not the part of user table when incident is created

shubhamseth — Thu, 10 Oct 2024 07:30:07 GMT

Thank you @divyanaraya! Glad that it helped!

Hit the Helpful if solves