Email Responses
Out of the box the Email Agent extension will send responses back to the email sender as HTML emails informing them about the case they created or the note they logged to an existing case or subcase. Email responses are populated using easily edited template files.
Dovetail's Blog has more extensive information about Customizing Your Response Emails.
Email Templates
Templates are files ending in .spark and can be found in the Dovetail Carrier service directory.
Create Case
When an email is received that does not reference an existing case identifier a new case is created and a email sender receives a response populated by the template create_case_success.spark.
Available types in the rule context: Case and Contact
Log Case Email
Emails received containing a reference to an existing case identifier log that email as a note to the case and the email sender receives a response populated by case_log_email_success.spark.
Available types in the rule context: Case and Contact
Log Subcase Email
Emails received containing a reference to an existing subcase identifier log that email as a note to the case and the email sender receives a response populated by subcase_log_email_success.spark.
Available types in the rule context: Case
Editing Spark Templates
Dovetail Carrier uses the powerful Spark template engine. The included templates give you a taste of a recommended response from Email Agent. You will likely wish to customize their contents.
Available types in the rule context: Subcase
Available Type Properties
Up-to-date details about the types available to the rule context can be found within the extension source code.
- Extract the [InstallDir]\developers\extension-source.zip file
- Look within the resulting path for this directory \source\Dovetail.SDKIntegration\Models\
- Each .cs file defines the available properties on the model type.