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2Hi,
we have a requirement to automatically send an email with a survey snippet in when an email is sent from either an adviser with a specific role or if the subject of the email matches
For example:
Send an email to the customer when an email is sent from an adviser with a 'Tier 1' role or if the subject is 'Thanks for contacting us'
We already had this set up for when the case was resolved but our advisers need to go back into the case if data quality issues are detected and fix them. This means they need to reactivate the case. If they then go to resolve it again the email will go out again - which we don't want.
Debra
So the easiest way we thought we could do this is when they have sent an email to the customer confirmating the interaction.
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