Send Notification Email

Automates sending a notification email. This email can serve as a notification for whatever trigger and conditions you configure.

Contact center administrator Mowgli Kipling wants to receive an email if there is a contact that has been waiting for an agent too long. This will help him understand which queues are receiving higher volumes than what the agents can handle.

To accomplish this automated process, Mowgli creates a case created trigger with delayed execution of 10 minutes and the following delayed conditions:

  • Case waiting time: allows him to specify how long a contact should wait before the trigger fires. Mowgli sets this to 10 minutes.
  • Case status: allows him to specify the status of cases this trigger should apply to. Mowgli selects New and Open to only target contacts that haven't had any interaction with an agent yet.

Then, he creates a send notification email job and adds it to the trigger. He fills in his own email address as the Receiver and adds content to the Subject and Body of the email. He uses placeholders, such as {{caseId}} and {{channelName}}, to ensure the email is automatically populated with details about the case.

With this configuration, Mowgli receives an email if a new contact that has been waiting in the queue for 10 minutes. The email contains the case ID, so he can easily find the queue it was in. Mowgli can start to keep track of any patterns he notices with slower queues and make staffing adjustments as needed.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Send notification email.
  6. Enter the Receiver, Subject, and Body of the email message. For the subject and body, use the provided placeholder variables to include data particular to the case in the message.
  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.