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Former Member
Apr 17, 2014 at 06:22 PM

How to Define Multiple Notification Rules for Different E-Mail Channels?

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In C4C we can define a notification rule for New tickets, for example, that provides an acknowledgement of receiving the customer's e-mail.

This works great for a single support team, but what if we have multiple support teams, each with their own e-mail address, and each with unique requirements for their auto-acknowledgement?

When setting up a new notification rule, there doesn't appear to be any option to define the e-mail channel, service and support team value, or a "from" e-mail address.

We're on-boarding over a dozen e-mail teams, and I'd hate to tell them that they'll all have to share one auto-acknowledgement template from a single do-not-reply address.

Does anyone know if this is possible to:

  • Define the e-mail channel or service and support team as an condition in the notification rules.
  • Define the outgoing "from" e-mail address for a notification rule.

Thanks for any insight the community might have!

Mike

T-Mobile USA