Customizing the Format of External Resource E-mails

E-mails from external resources are received in plain text format. To customize the format in which these e-mails are presented, you must:

1. Declare a new standard response in Knowledge Manager that will be used to customize e-mails built by the ResponseFromExtResource service. New standard response for responses from external resources
2. Update the strategy to include the standard response ID. This will provide the strategy with the standard response you wish to use for responses from external resources.Updating the strategy to include the standard response
3. Locate the standard response ID. This ID is needed to update the strategy to allow for the customization of e-mails built from the ReplyFromExtResource service.Finding the standard response ID

New Standard Response

1. Create a new standard response in Knowledge Manager (as described in "Creating Standard Responses" in the "Knowledge Manager: Basics" chapter of the eServices User's Guide) containing the tag [ExtAgentReply].
2. The following two figures show a sample configuration.

Standard Response for External Reply: General Tab

Standard Response for External Reply: HTML Part Tab

Update the Strategy

1. Log in to Interaction Routing Designer and open your strategy for editing.
2. In the strategy, create an External Service block to call the E-mail Server's CreateReplyFromExtResource service. See the figure below for an example.
3. On the General tab, enter the following values:
   Application type: EmailServer
   Application name: <name of your E-mail Server application>
   Service: Email
   Method: ReplyFromExtResource
   
4. In the Parameters section add two entries: SrlId and Queue.
5. For the SrlId parameter, the value is the ID of the standard response you created for external resource responses. To locate the ID, refer to Procedure: Finding the standard response ID, on page 210.
6. For the Queue parameter, the value is the name of the queue upon which the strategy to send e-mails is loaded. The name of this queue can be found in Configuration Manager in the Scripts folder under the specific Tenant.
   

   External Service Block Properties
   Important

   Additional optional parameters can be added. Refer to the Reply Email From External Resource block description in the Universal Routing 8.1 Reference Manual for more information.
7. Save and reload the modified strategy.