Sending Correspondence

To create and send an email in iSupport, access the Correspondence screen by selecting Correspondence in an entry screen or Desktop view.

From and Recipients

• In the From field, you can select from the Reply-To address set up during configuration or the email address set up in your Support Representative record. You can set the default for this field via the Default From Address field on the Correspondence tab in the Preferences screen accessed via the Desktop menu. If using a correspondence template, a different email address may be included.

• Use the Send To Other Address icon to, if a customer has one or more secondary email addresses, enable a support representative to change to any of the customer’s other email addresses when creating a correspondence from a work item.

• Additional recipients may be included in the CC field when you preview a correspondence if the CC:Others to Notify feature is enabled for a selected template.
• Use the CC:Others to Notify icon to include an Others to Notify list of people that are not directly involved to be sent event notifications and other correspondence.

Subject and Body

• The Body field may contain a signature block if set up in the Preferences screen (accessed via the Desktop). You can use the Include Signature field to include or remove a signature block.

• If AI integration is enabled and a new correspondence is initiated from an incident, an incident summary can be appended to the end of the message by selecting the AI Incident Summary icon from the Correspondence toolbar. The summary will appear above the rep’s signature if configured in their Desktop Preferences.
  
  If AI integration is enabled, an AI Editor icon is included on the text editor toolbar. You will be able to select from a list of AI Editor prompts for actions such as fixing the grammar, formalizing the text, elaborating or shortening the text, and more.  You can use the Generate button to place the generated text in the upper portion of the dialog, and use the Insert button to replace the existing text with the generated text in the applicable field. If enabled, you can use the Custom Prompt option to enter your own prompt.

  

• The Show Options link displays predefined personal and shared correspondence templates on the left side of the screen; select the template and click the Apply button to populate all fields with the data in the template. Templates may be configured to contain only read-only (grayed out) fields, and some or all of the fields may be populated. The Body field may contain a signature block if set up in the Preferences screen (accessed via the Desktop). Note that when you apply a template a second time, it will overwrite the data in all fields, including attachments.

• Use the Include Fields button in the Options panel to display fields from the current record; these fields will be replaced with corresponding data from the originating work item when the email is sent. (If data does not exist for a value, nothing will be inserted when the email is sent. The field area will be blank.) You can drag applicable fields to the message body. You can add append :label:string to the <URL to x> include fields so the link displays as linked text rather than the full URL. The <Rep URL to Read Online> and <mySupport URL to Read Online> include fields will include a link for viewing the email on the web (typically for customers who aren't able to see an email properly rendered with linked images via their mail client).

  

• Note that if configured, text and links will be added to the bottom of the correspondence for customers to use to unsubscribe from future email sent from the Desktop, Customer Profile, and Opportunity screens and the customer's profile will contain their status: Unsubscribed, Do Not Include Unsubscribe Text, and Include Unsubscribe Text. If you have the Change Unsubscribed Status permission, the prompt “Customer has unsubscribed from correspondence. Click Continue to proceed.” will appear when a correspondence is initiated for a customer with an Unsubscribed status, and the Include Unsubscribe Text option will be included in the Correspondence screen for overriding the Do Not Include Unsubscribe Text status.

Preview, Saving, and Sending

• Use the Preview icon to view the email in the Preview screen using values from the record.

  

• You can use the Save As | Draft icon to save a draft of the current text in the Correspondence screen fields in the Drafts section of the Options panel. Drafts are listed by subject line text.

  

•  You can use the Save As | Template icon to save the current text in the Correspondence screen fields as a personal correspondence template.

When finished completing fields in the Correspondence dialog, click the Send icon. Note that the correspondence may be subject to approval before sending if the Mass Mailing Approval feature is enabled.

After the email is sent and the originating record is saved, notations are included in the History field. You can use the Correspondence option on the View menu to display correspondence associated with a record.

Displaying the AI Summary

If AI integration is enabled, after an incident is saved you can use the AI Summary option on the Incident toolbar to generate a one-sentence overview and a summary of the incident  that can cover the customer, customer’s company, and their incidents. This information is a result of parameters sent to the AI engine; these parameters set up in the AI Integration configuration screen.