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Petros Mouzas

how to not send autoreply to some individual customers in C4C

Jul 16, 2017 at 09:36 AM | 64 Views

how to avoid sending autoreply messages to some individual customers

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3 Answers

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    Amit Kumar
    Jul 16, 2017 at 02:26 PM

    Hello Petros,

    Could you please provide step of case details or scenario, in order for better understand?

    Regards,

    Amit Kumar

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    Preethi Santhanam
    Jul 19, 2017 at 08:47 AM

    Hi Petros,

    If I understand your scenario correctly, you have a workflow setup to send autoreplies? You could have an indicator for the selected customers and not send a reply when the indicator is set.

    Best Regards,
    Preethi

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    • Preethi Santhanam
      Jul 21, 2017 at 10:15 AM

      Hi Petros,

      Thanks for confirming that my understanding is correct. The ideal solution for this really depends on the business process, the frequency of blocking such customers and the number of such customers that need to be blocked.

      We could fulfill this requirement in a number of ways I can think of:

      1. If number of customers is less/frequency of this occurrence is low, we can handle it in the workflow rule that send out auto-replies by simply adding a condition that states do not run this rule if Customer ID is "****"

      2. If frequency of this is moderate and it may not be possible to edit the workflow rule everytime, you can achieve this by having a KUT field on Customer header a have an indicator say "AutoReplyBlock" on the Customer header and add a condition to the Workflow rule stating if Field "AutoReplyBlock" is not equal to Yes, send the auto-response.

      3. If we have a lot of customers and it may not be possible to manually go and update this indicator for each customer, you could have some minimal PDI development and a background job(MDR) that could be a one off/ run at intervals to set the indicator to true for the customers.

      Hope this helps.

      Best Regards,
      Preethi.

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    Petros Mouzas
    Jul 17, 2017 at 10:17 AM

    Hi Amit, thanks for your time.

    As in my organization, are some customers sending frequently requests or complains , it is preferred , not to send autoreply message , by inbound emails. Is there any possibility to block the autoreply function by some selected customers ?

    Thanks in Advance

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