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How to keep email chain out of HTML email template in C4C

Feb 27, 2017 at 08:11 AM

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Former Member

Hi pros,

How can I form an email in the following way in C4C?

- customer service current message is inside HTML-template

- previous email chain (messages from customer and customer support) are shown under the HTML-template

Business case:

- Customer and support agent exchange at least 5 emails there and back

- When customer support agent sends his next email all email chain is cramped into C4C HTML-template which looks not all that branded or beautiful to say the least

(see https://drive.google.com/open?id=0B6_7xGYXSrR-ODBOeEFYQV9RUjg)

Our customer would like to see C4C support agents reply in the following way:

- C4C HTML template includes only the current customer support agent's message

- The rest of email chain is attached below HTML-template

(see https://drive.google.com/open?id=0B6_7xGYXSrR-cGhhSTFWdFplTlU)

I can not see any way to realize this requirment in C4C without SDK. Do you have any ideas of how to do this?

Best regards,

Nadezhda Rukavishnikova

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