Configure Email Templates to Control When to Include Past Conversations
When past conversations are enabled by setting the SVC_EMAIL_ENABLE_PAST_CONVERSATIONS profile option to Y, they're included in the SR message. But sometimes, you may not want to include past conversations in the SR message.
If the past conversations are enabled and you have used an email template, you can still control whether to include past conversations in an outbound email message. The ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS profile option lets you decide whether you want to enable past conversations by default in outbound messages. This gives you more flexibility.
Let's consider some examples.
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Past conversations aren't required: When an agent is helping your customer to fix an issue, the customer may not require the thread of past conversations in every email related to this issue. So you can set the ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS profile to No and remove the
#PastConversation#tag from the Customer Response email template. The past conversation isn't included in the email sent to the customer. -
Past conversations are required: Let's suppose the agent needs to take the help of another agent to resolve the customer issue. So he must share the whole past conversation thread with the agent who's helping him resolve the issue. In this case, you can set the ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS profile to No and add the
#PastConversation#tag to the Forward email template.
You can configure this profile option by using the Manage Administrator Profile Values task. For more detailed steps, see Configure Profile Options to Display Email Thread.
To include past conversations only in selected emails of your choice, perform the following steps:
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Set the SVC_EMAIL_ENABLE_PAST_CONVERSATIONS profile option to Yes.
-
Set the ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS profile option to No.
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Add the
#PastConversation#tag in your email templates for messages where you want to include past conversations.
This table explains how the ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS
profile option and the #PastConversation# tag help you to include or exclude past conversations.
|
Value of ORA_SVC_EMAIL_DEFAULT_PAST_CONVERSATIONS_IN_OUTBOUND_MSGS Profile Option |
#PastConversation# tag present? |
Past Conversations included in outbound message? |
|---|---|---|
|
Yes |
Yes |
Included |
|
Yes |
No |
Included |
|
No |
Yes |
Included |
|
No |
No |
Not Included |