Overview
Email provides a timely and low-cost method for communicating with customers. Emails are generated and transmitted in near real-time and responses from the customer are received much quicker than paper mail.When an email is sent to a customer and the customer responds, that email is received by QFD and stored with the case. See the Communication section for more information about how this works. To enable email functionality, QFD requires an email account with send and receive privileges where an email listener can be configured. Typically, a different email account is used for each server environment: development, staging and production. For more information on how email is configured, see Email Integration.
Email Template
The email template determines the structure and formatting of letters generated in the email channel.
Orphan Emails
When an inbound cannot be tied to a case, the Re-Assign Correspondence assignment is generated.
To automatically default to the mail channel when email is the default correspondence channel but no email address is on file for the account holder, enable the NoEmailDefaultToMail option in QFD Extensions.