How do I change acknowledgment messages for inbound email?
When you receive an email from your customer or an employee to open a service request, an acknowledgment message is sent to them automatically. Based on your company's requirement, you can change the predefined acknowledgment messages provided by the application.
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SVC_EMAIL_ACK_FOR_KNOWN_CUST
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SVC_EMAIL_ACK_FOR_MULTI_CUST
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SVC_EMAIL_ACK_FOR_UNKOWN_CUST
To change the acknowledgment messages that you send out to your customers or employees when you receive an inbound email:
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In the Setup and Maintenance work area, go to the Tasks panel tab.
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Click Search from the list of displayed tasks.
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In the Search window, enter Manage Messages.
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Click the Manage Messages task that's displayed.
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In the Manage Messages window, in the Message Name field, enter
%SVC%ACK%
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From the list of acknowledgment messages displayed, select the message that you want to edit and click Edit.
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In the Edit Message window, navigate to the Message Text region.
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Edit the Short Text and User Details the way you want.
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Click Save.
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To translate the changed messages, click Translation Editor.
The Edit Translations window displays the list of available languages for translating the messages.
Note: Inbound email can't detect the language. So it always uses the default language for your deployment. -
Select a row and click in the Short Text field.
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In the Short Text window, edit the message and click OK.
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Click in the User Details field, edit the text, and click OK.
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Select another row and repeat the same steps to edit the messages for all the available languages.
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Click OK in the Edit Translations window to save the changes.
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Click Save and Close in the Manage Messages window.