Email Addresses

Manage Email Addresses

Purpose: Multiple email addresses for the customer can be managed through the Email Addresses drawer. One of the email addresses must be the customer's primary email address.

How to display: Select Email Addresses from the More Options menu () next to the Create Order option on the title area of the Customer page to open the Email Addresses drawer.

You can:

• Add an Email Address
• Edit an Email Address
• Delete an Email Address
• Mark as Primary

Add an Email Address

1. Select +Add Email Address to open the Email Addresses drawer.

2. Enter the required email address.

3. Select the preferred method of correspondence from the Email Opt-in drop-down list. For a new email address, this value defaults from the Default Opt In/Opt Out Flag (G97) system control value. You can override the default.

4. Select the format of the email — text or HTML

5. Select Primary email as required. Only one email address can be marked as primary.

   If there are existing email entries, the Primary email configuration is OFF. If it is the first email assigned for the Customer, the toggle defaults to the ON position and the primary email address is sent to Customer Engagement if the ORCE Customer Integration (L37) system control value is set to INTERACT.

6. Select OK to save the entry, close the form and refresh the Email Address drawer increasing the entry count and displaying the newly added entry within the table.

Edit an Email Address

1. Select Edit from the More Options menu () on the far right of the email address entry to open the Edit Email Address drawer where you can edit the email address, change the Email Opt-in selection, or mark the email as primary.

2. If an existing email did not have a format selected (blank), select the format of the email — text or HTML. A blank value does not allow the form to be saved.

3. Select Primary email as required. Only one email address can be marked as primary.

   If there are existing email entries, the Primary toggle for email configuration is OFF. If it is the first email assigned for the customer, the toggle defaults to the ON position.

4. Select OK to save the entry, close the form and refresh the Edit Email Address drawer increasing the entry count and displaying the changed entry within the table.

Delete an Email Address

Select Delete from the More Options menu () on the far right of the email address entry.

On a primary email address the message ‘The primary email address cannot be deleted.’ is shown. Add or mark another email address as the primary address then return to delete the non-primary address email.

On a non-primary email address, the Confirm Delete window opens. Select OK to confirm deletion. The confirmation window closes and refreshes the email address list so that the entry is no longer included in the list. The number of entries is reduced.

Mark an Email Address as Primary

Select Mark as Primary from the More Options menu () on the far right of the email address entry.

On a primary email address the option is not available and is grayed out.

On a non-primary email address, the email address is:

• automatically marked as primary
• the Last Primary Date for the email address within the Customer Sold To Email table is updated
• the Primary designation is automatically removed from whatever email was previously flagged as Primary if any 
• the Customer Sold To record is updated with the new primary email
• the primary email address is sent to Customer Engagement if the ORCE Customer Integration (L37) system control value is set to INTERACT

Email Addresses Drawer Fields

The drawer contains the following fields:

Customer Name followed by the Customer Number.

Number of existing email address entries.

+ Add Email Address to create a new email address.

The results table displays below the filter and lists the existing email addresses for that customer. When there are no existing email addresses assigned, the text No data to display is displayed. Three columns of data are shown along with a More Options () ellipsis menu displayed in the far right column (no heading) for each existing entry.

• Email: When hyperlink configuration is selected for the Email field in the Work with Contact Center (WWCC) menu option, the email address is a hyperlink that is clickable to initiate email correspondence to the customer.

• Email Opt-in

• Format: Text or HTML (default).

• More Options: Options to Edit, Mark as Primary, and Delete.

+ Add Email Address Drawer Fields

When creating a new email for a customer the following fields are shown:

• Customer Name followed by the Customer Number.

• Email: Required.

• Email Opt-in

• Format: Drop-down list of text or HTML (default).

• Mark as Primary: Only one email address can be marked as primary (displayed with a Primary badge). If switching to another email as the primary, the system removes the designation from the previous email address and updates the date it was marked as primary. Only the primary email address is displayed on the Customer page.

  If a new email address is entered, it is added as a non-primary email to the Customer record with the Email Opt-in setting from Default Opt-In/Opt-Out Flag for Customer (G97) system control value, if populated, otherwise it is set to Email Order Information.

The primary email address is synchronized with Customer Engagement when ORCE Customer Integration (L37) system control value is set to INTERACT.

Edit Email Address Fields

When updating an email for a customer the following fields are shown:

• Customer Name followed by the Customer Number.

• Email

• Email Opt-in

• Format: Drop-down list of text or HTML (default).

• Primary: Only one email address can be marked as primary (displayed with a Primary badge).

• Marked as Primary: Displays the date that the email was Marked as Primary (if ever).

• Email Origin: Indicated how the email was obtained. Valid values include Customer API, Customer Email, Order Entry and Customer Maintenance.

• Created: Displays the created date/time of the email address.

• Created By: The user who created the email address.

• Updated: Displays the updated date/time, (if any). 

• Updated By: The user who updated the email address.

• Used by Customer: Displays the date that the email was last used (if ever).

• Used by System: Displays the date that the email was last used by the system (if ever).