Email Case Communication

Usage:

Email Case Communications allows users to send a case-related email directly from a case grid. This is useful when a lab needs to quickly send case details, status information, shipping information, or other case-specific messages to a customer.

Before using Case Communications, make sure the following items are set up:

•Decide what email template to use:

oThe lab's specific email template for Case Communication; or

oHave a user select the email template from the Case Communications Email Template picker.

▪If this option is preferred, please reach out to Magic Touch Support Team for help configuring desired folder.

•The customer record has an email address. The feature uses the customer’s email as the default recipient.

•The user sending the message has an email address configured. If available, the message will use the logged-in user’s name and email as the sender.

Using Case Communications

1.Right-click a case on a case grid.

2.Select E-Mail Case Communication.

V15 - E-mail Case Comunication navigation

Email Case Communication navigation

a.If Case Communication templates are available in the designated Case Communications folder, the Select Case Communication Template window opens.

V15 - E-mail Case Comunication Selection

b.If no email template is available in the folder, then it would proceed to open the Email form to compose.

4.The Compose Email form will open, loading either the selected template by the user or the email template set for Case Communication for the case's Invoicing Lab.

V15 - E-mail Case Comunication - Form

Compose, Send, View Email form

5.Review the recipient, subject, message body, merge fields, CC recipients, and attachments.

6.Click Send.

Navigation 1: Customer > 4.Cases tab > Select a Case > Right Click on it > Email Case Communication

Navigation 2: Case Finder > Select a Case > Right Click on it > Email Case Communication

Following the navigation path, Compose, Send, View Email form will display. Please read this topic for more info about how to send e-mails.

Template Selection

With the template selection feature, users can choose which Case Communication template to use before the email is created. Labs can create this folder in the Email Templates menu. It will need to be labeled "CaseCommunication" and have lab specific email templates in it for the feature to be activated.

If templates exist in the "CaseCommunication" repository, the system opens the Select Case Communication Template window. Users can select an .eml template from the list. The selected template is then loaded into the Send Email window.

Important Note: If no repository templates are available, the system falls back to the previous behavior and uses the lab’s Case Communication template set in Lab Settings.

What Happens When the Email Is Sent

When the user sends the Case Communication email, the system creates an email record linked to the case. The email is saved with the case as the related record and is marked for web display.