How to Set Up Automated Emails in Workflows

The Send Email block allows you to easily automate email delivery to specified recipients within your workflow. Use this block to:

• Notify users
• Share updates
• Escalate issues
• Provide a conversation summary

You can customize the recipients, subject line, message body, and include the conversation transcript. This ensures timely, relevant communication at key moments in your process.

Requirements

• Ensure outbound email is configured and verified in your account.
• Confirm that recipients (users or groups) exist and have valid email addresses.

Setting up email recipients

When configuring email recipients, you can choose between Users or Groups from the dropdown:

1. Users: Shows a list of individual users along with dynamic placeholders like Assigned Agent, Requester, and Participants. These placeholders are automatically replaced with the actual people on the conversation at runtime.

2. Groups: Shows a list of available groups along with the Assigned Group placeholder, which is automatically replaced with the team assigned to handle the conversation.

How to send a chat transcript via email when a conversation is closed

To automatically send a chat transcript via email when a conversation is closed, set up a workflow using the Conversation Status Changed trigger. This trigger is activated when the conversation status changes from Open to Closed.

Here’s a step-by-step guide on how to achieve this.

Step 1: Add the Send Email block from the Actions section into your workflow.

Step 2: Since we want to send the chat transcript to the person who started the conversation, select Requester from the User(s) dropdown.

Step 3: Compose a clear and relevant Subject line. You can also use the Insert Placeholder option to add dynamic fields such as Requester ID or Conversation Status.

Step 4: Write your message in the provided space and personalize it using dynamic placeholders from the Insert Placeholders section. Available options include Conversation ID, Requester Name, Conversation Status, Agent Name, and more.

Step 5: To attach the conversation transcript, use the {{chat.email_transcript}} found in the Insert Placeholders menu. When the email is sent, it will automatically be replaced with the transcript of the conversation.

Step 6: After adding all the required details, click the Add button to insert the Send Email block into your workflow.

Step 7: Click Publish & Activate to enable the workflow. Once active, the email will be sent automatically when the conversation status changes from Open to Closed.

Below is a reference of how the email content is sent to the requester when the conversation is closed.

Summary

By completing these steps, you’ll set up the Send Email block to automatically deliver emails to specific users or groups within your workflow. This ensures the right people stay informed, follow-ups happen on time, and communication flows smoothly throughout the process.