Big Idea or Enduring Question:
How do you send email notifications for the draft emails in the case feed?
Draft emails allow support agents who use Case Feed, write and save messages without having to send them immediately. It also allows us to implement approval processes so that messages can be reviewed by supervisors or senior agents before they’re sent to customers. Drafts are only supported if your administrator has enabled them, but there is no such option to send reminder notifications for Draft emails.
After reading this blog post, the reader will be able to:
- Understanding Draft emails features for case
- Create an email template in Flow
- Understanding how to send notifications(email) for Draft emails using point and click tools
Business Use case
Warren Mason is working as a System administrator at Universal Containers (UC). Support agents from his organization are using the email draft feature and want some enhancements. Many times they compose a new email on Case Feed and save it as a Draft. Later on, they forget to send it, so they want a reminder notification (email) for Draft emails after 2hrs of its creation.
Automation Champion Approach (I-do):
There are a few possible solutions for the above business scenario, but let’s use the Flow and Process Builder to solve the above business requirement. Apex Triggers can also be used to solve the above business use case.
We are using Lightning Flow because (as of the Winter’21 release) Salesforce doesn’t allow us to create an email alert on the Email Message object. Hence we will use a Flow text template to construct the email and send it to the recipient.
Let’s take a pause here and review EmailMessage objects in Salesforce. Make sure to enable Email Drafts features by navigating Support Settings.
Before discussing it, let me show you a diagram of a Process Flow at a high level. Please spend a few minutes to go through the following Flow diagram and understand it.
Let’s begin building this automation process.
Guided Practice (We-do):
There are 2 steps to solve Warren’s business requirement using Flow and Process Builder. We must: