This notification is sent as a response the first time an interaction is created for a new iService user (customer email, agent email, customer ticket, etc.). This informs the sender that an account was created automatically for them and provides their password. This password is required for the contact to log into a customer portal and view their interaction history, contact information (profile), and mailing list subscriptions. The notification is also useful to promote usage of the iService knowledge base.

Although multiple notifications of this type may be created, only one will be used by the Segment. The default Contact Creation notification is set in the Segment Settings > Details page. If you don’t want your customers to view the iService interface, set the default contact creation notification to –none-.

Setting the account creation notification

Variables Useful in Contact Creation Notifications

Your contact creation notice should always include the password that was created for the contact, and can optionally include other variables to make the notice more meaningful. These variables are described below.

Password variable - The sender will need their password to log into your iService customer portal. The format for the password variable is below.

$value -customer(password)$

Sender's email address - It's a good idea to show the sender the email address that we received because many people have multiple addresses. The format for the email address received is below.

$value -question(fromemail)$

Sender's full name or email - If the sender included their full name as a display name in their email, iService will record is as their first and last name. You can use a variable in your greeting that will show the full name, and if not available will show their email address. The format for the contact's full name is below.

$value -customer(name)$

Most other variables associated with the question that was submitted can also be used in your contact creation notification template.

Message Acknowledgments are automatically sent to the contact each time an inquiry is received by a topic that has the notification assigned. The acknowledgment informs the contact that their message has been received, and can contain information specific to the topic that might answer the contact's question. These acknowledgments are associated with topics in the Segment Settings > Topics page.

Customers that have a high volume of interactions with your enterprise might want to be exempted from receiving auto responses. A special property can be selected in the Contact Details page to prevent these notifications. To disable notifications, set that value to False (turn switch off).

Settings for notifications at the contact level

Variables Useful in Message Acknowledgment Notifications

Your message acknowledgment notice can include variables to make it more meaningful. The most common variables used in message acknowledgments are described below.

Sender's email address - It's a good idea to show the sender the email address that we received because many people have multiple addresses. The format for the email address received is below.

$value -question(fromemail)$

Sender's full name or email - If the sender included their full name as a display name in their email, iService will record is as their first and last name. You can use a variable in your greeting that will show the full name, and if not available will show their email address. The format for the contact's full name is below.

$value -customer(name)$

Details about the original question - You can insert many aspects of the original question in your acknowledgment.

$value -question(body)$

$value -question(subject)$  

$value -question(date)$

Most other variables associated with the question that was submitted can also be used in your contact creation notification template.

Agent notifications are sent to agents only when a) the agent has notifications enabled, and b) the agent has all of the skills and segment access required to answer the question that was received, and c) the topic of the question is configured to send agent notifications. Although multiple notifications of this type may be created, only one will be used by a topic. The default Agent Notification template is set in the Segment Settings > Details page.

There are two types of agent notifications: system generated agent notifications, and Forward to External Agent notifications.

System generated notifications can be sent to agents to inform them of new messages arriving within iService. These notifications are set within the Segment Settings >Topics page on a topic by topic basis.

Forward to External Agent notifications can be sent by agents from the actions menu. This notification is used to allow people that don't have an iService login to answer questions.

See the Forms guide for examples of variables used in these templates.

When a contact forgets their password they can request a reminder from the iService web site. The reminder will be sent using the Password Reset auto response. Although multiple auto responses of this type may be created, only one will be used per Website. The default Password Reset auto response is set in the Settings > Websites tab.

See the Forms guide for the variables used in these templates.

When agents respond to contact questions with sensitive information, that information should not be sent using unencrypted email. Instead, a secure notification should be sent informing the contact that an answer is available within the iService system. The contact should return to the iService website and login to read the message from an encrypted page. These auto response templates can be accessed from the SEND button when agents compose their response.

iService provides an Alerts system to monitor system status and can generate notices to agents. The Alert auto responses are selected from the Admin Tools > Alerts page when creating alerts that send auto responses.

Users can subscribe to articles within the Find Answers knowledge base so they can be notified when the article is updated. This template is sent to those users to notify them of these changes. The template is selected from the Segment Details tab and is used for all article updates within that segment.