Send Email Step

Here's an overview of the orchestration step that prompts a salesperson to send an email to the primary contact. In the background, the application creates a task that appears in the Pending section in the list of activities.

Attention: When you create nodes in the Diagram view they're automatically linked together on the success path. To create a node for the failure path, you add the logic node. The logic node includes the success criteria and specifies the next steps if those success criteria are met or not. You can create the success and failure steps directly from the logic node. If you're creating the step in the Step tab, you enter the success criteria and the next success and failure steps directly in the step itself.

Setup

• Entries in initial step creation:

  Field	Value
  Step Name	Enter the heading for the action that you want salespeople to take. For example: Email Product Overview. The step name appears in the orchestration setup UI and is automatically copied over as the subject of the appointment in the properties page.
  Suggestion Text	Add details of the action. For example: Send product brochure to contacts. The text is automatically copied over as the description of the task in the properties page.
  Type	Task
  Action	Send Email. Your selection of the smart action displays the Send Email button in the recommendation.

• Entries when you click Edit Properties:

  Field	Description
  Subject	Enter the subject of the task that gets created automatically. What you enter displays as the step title. It doesn't display in the email subject.
  Type	Email
  Due in Days	If Receive Reply to Complete Step is off, enter the number of days the salesperson has to send the email starting at the time the last step was completed. If Receive Reply to Complete Step is turned on, then enter the number of days the application will wait for the reply from the customer. If the step isn't completed by the deadline you set plus any grace period, the orchestration moves to the step you enter in Next Step on Failure. If you don't provide a step on failure, then the orchestration marks any associated objective as failed and waits. When the salesperson finally takes action the orchestration restarts again. The action could be completing the task, rescheduling it, or clicking Skip or Complete.
  Description	Description that appears in the task and in the step salespeople see on the Guidance panel.
  Attachment fields	Attachments to the task. Salespeople see links to the attachments in the Guidance panel on the record overview page. Clicking the link opens the task in the list of activities where you can download the attachments. You can also add attachments to an email template you're using for this task.
  Use Email Template	Select an email template. See the topic Create Email Templates to learn how to create one.
  Receive Reply to Complete Step	Switch on if you want the step to be deemed a success when the application receives a reply from the contact.
  Grace Period to Complete	The grace period adds extra time before the orchestration moves to the next step on failure, if you provided one.
  Complete Objectives	Select any objectives this step completes.

• Enter the success criteria and the next steps on success and failure.

  • If you're creating the step as part of the diagram, then add a Logic node.
  • If you're creating the step in the Steps tab, then you enter the information on the same page.
• You can prevent salespeople from skipping a step by turning off Allow skipping this step option. Turning off this option removes the Skip button from the UI for the step.
• You can have the application evaluate the success criteria you entered even when salespeople click the Completed button, by turning on the Evaluate success criteria when marked as completed option. If the criteria aren't met, then the orchestration goes to the next step on failure.

How Salespeople Interact with the Step

1. On the Guidance panel, salespeople see the text in the Subject field as the title along with the description text and a Send Email button.
2. The Pending section in Activities, displays the corresponding task with the information and due date you entered.
3. Clicking Send Email opens an email compose window addressed to the primary contact on the opportunity or lead. If you specified a template during setup, the compose window is populated with the mail-merged template.
4. The salesperson edits the email.
5. When the salesperson sends the email, the application marks the step and task as complete if you didn't turn on Receive Reply to Complete Step. The outgoing email is automatically recorded in activities.
6. The orchestration displays the next success or failure step when the step meets the success criteria you entered. For example, if you turned on Receive Reply to Complete Step, then the step is deemed a success when the reply is received.
7. If they don't want to send the email, salespeople may have other options:
   • Clicking the Completed button closes the task as complete and moves the orchestration to the success step. If you turned on the Evaluate success criteria when marked as completed option, and the step doesn't meet the criteria, then the orchestration moves instead to the next failure step.
   • Clicking Skip sets the task to the status of Canceled and moves the orchestration to the next success step.
   • They can also change the due date on the task by editing the task.
8. If the salesperson doesn't take action by the due date in the task plus the grace period, the orchestration moves to the next step on failure.