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This is a request in order to create better and more efficient customer support experiences for the support team.

Request: Ability to insert email templates when replying to the email to a non-contact email address.

Background and Request Description: Currently, over half of the incoming Emails sent to the student support team are not from existing contact due to the fact that students or parents just found the support email address from google or other websites. Many of these one-off emails are general inquiries where the student support team would like to use generic templates when replying to these emails.
In addition, these emails usually do not have enough information to be converted into contact.

Therefore, at this time we just want the ability to insert a template when replying to a non-contact email.
STATUS DETAILS
Needs Votes

Comments

M

Currently, when we try to insert a template, a message pops up saying "Select a recipient or a regarding record that can be associated to an email template. For example, you can't select a queue" while prevents user for inserting a template.

Category: Customer Service (Routing, SLA)