Template Auto-Selection Rules (Outbound Email Template Pairing)
Organizations often have multiple departments and may want to use different wording in different email autoresponders. For example, you may want your support department to use a different message than other departmental notifications. Separate templates can be custom created or cloned from our existing templates. Email to Case Premium allows different email templates to be used depending on what the Origin and/or Status is. If your support department utilizes canned messages based upon a specific status, this KB pertains to you.
1. Ensure your Inbound Configuration is matching your inbound email addresses to corresponding origins.
2. On our Outbound Configuration screen, at the bottom you'll see one line for Template Auto-Selection Rules. Add additional lines as needed using the Add Row button. Match your associated Status and/or Origin to the corresponding Template. You can change the firing order using the Order selector at the right.
3. At any time before clicking Save/Send from our New Comment page, you can manually change the template auto-selected using the picklist at the bottom.
*Note - Either Status or Origin may be left blank and still work properly.