Send an email from a touchpoint

Send emails to customers and stakeholders without leaving the workspace. Emails are stored in the CRM system so other agents, managers, and customer success managers have full context about interactions with the customer or account.

Avant de commencer

The User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) must be installed on your ServiceNow instance to enable the agents to send emails from the touchpoint record. For setup instructions, see Personal corporate mailbox.

Optionally, set up email templates to save time and promote consistent, on-brand messaging across customer communications. For more information, see Configure templates for personal corporate mailboxes

Role required: sn_crm_touchpoint.touchpoint_writer

Procédure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon .
3. Navigate to Touchpoints > All Touchpoints.
4. Open a touchpoint record that you want to work with.
5. Select Compose Email.
6. Draft your email.
   1. In the To field, enter the recipient's email address.
      Use Cc to copy recipients who should be aware of the communication, and Bcc for recipients who should receive the email without being visible to others.
   2. Update the Subject field as needed.
      The subject is prepopulated with the touchpoint number and title.
   3. Compose your email in the body field.
      If your administrator has configured email templates, then you can select a template from the Email Templates pane.
   4. Facultatif : Add attachments to your email by selecting the Attach file icon .
   To send the email later, close the form. The draft is automatically saved and available in the Draft Emails tab.
7. Select Send email.

Résultats

The email is sent to the recipients and can be viewed from the touchpoint's Emails tab.