Sending email from a case

You can use the Send Email shape to share information about a case with stakeholders. By using email, you can control the number of recipients and the format of the message.

Add the Send Email shape to the life cycle of your case.
1. In the navigation panel, click Case types, and then click the name of a case type.
2. On the Workflow tab, click Life cycle.
3. Hover over a process in a stage, and then click + Step > More > Utilities > Send Email.
  
  Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
4. Click Select.
Identify the email recipients.
- To send the email to one address:
  1. From the Send to list, select Email address.
  2. In the field below the Send to list, enter the email address of a user who is interested in your case.
- To send the email based on the value of a field:
  1. From the Send to list, select Field.
  2. In the field below the Send to list, press the Down Arrow key and select the name of a field that stores an email address.
    
    Tip: To send the email to more than one recipient, use a comma-separated list of field names.
- To send the email based on the value of a user reference:
  1. From the Send to list, select User reference.
  2. From the list below the Send to list, select the name of a user reference that is defined in your data model.
    
    At run time, this field stores information about one user only.
In the Subject field, enter the title of the email.
Define the contents of the email.
- To define new content:
  1. Click Click to edit message to open the Compose message dialog box.
    
    This dialog box provides a rich text editor that you can use to create and style your message.
  2. To populate your email message with default text, use a template.
    To use a template:
    1. In the Compose message dialog box, click Use template.
    2. Click the name of a template that contains a relevant message, such as rejection notice.
    3. Click Select to add the template text, which you can edit, to your email message.
  3. To include the value of a field from your case in your email, reference a property.
    To reference a property:
    1. In the Compose message dialog box, click a position in the rich text editor that relates the value of the property to the purpose of the email message.
      
      For example, you can reference a first and last name in a greeting, or embed a project milestone date within a sentence.
      
      Tip: To prevent confusing sentences in your message, ensure that there is a space before and after your property reference.
    2. Click Insert Property from the toolbar.
    3. Click the name of a field that stores a value, such as First Name or Last Name, to include in your email message.
  4. To provide quick access to the case from your email, add a link to the email message.
    To add a link:
    1. In the Compose message dialog box, click the Link icon.
    2. In the Link dialog box, select the Link to current case check box.
    3. In the Title field, enter the link text that is displayed in the email message.
    4. Click OK.
  5. Click Done.
Optional: To add supporting information to the email, include attachments.
- To include all case attachments:
  1. Select the Include attachments check box.
  2. Click All case attachments.
- To include some case attachments:
  1. Select the Include attachments check box.
  2. Click Choose attachments.
  3. In the first list that is displayed, select an option based on the type of attachment to include:
    - Category - A group of attachments with the same business classification.
    - Field - A single attachment that is stored in the field that you provide.
  4. In the second list that is displayed, press the Down Arrow key and select the name of a category or field, based on the type of attachments that you are including.
Click Save.